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Support L2


Classification of Support L2

L2 support team will be responsible for resolving all production issues, coordinating with product vendors to get Level 3 support when required. They will be responsible for carrying out changes in production environment in accordance with the product vendors SOPs. The tasks involved are as follows:

Analyze and resolve incidents escalated from L1 team

Provide Root Cause Analysis in consultation with Product Vendors and take corrective actions to avoid repeat incidents of same nature.

Consultation with core team for capturing traces (wireshark) analysis on core issues, system issues and RCA.

In case of failure, perform necessary recovery procedures as per product vendor guidelines

Analyze capacity utilization and service volume data on regular basis and provide summary insights to product vendors and Architecture teams.

Escalate issues to L3 teams and coordinate for resolution

Coordinate integration of new services into OAM environment [ NOC tools and MS process framework ]

Develop and maintain VAS application inventory including the status of warranty and maintenance contracts with respective suppliers.

Problem management and Knowledge Base Management

Implementation of recommendation given in RCA

Configuration change for pre-approved CRs

Perform TAB for CR

Monitoring performance report

Taking action on performance degradation incidence

Backup Policy review

Maintaining CMDB consistency Put Disclaimer Somewhere in DOC for CMDB ,If available )

ISV review

Tracking and take action agreed in ISV review

Incidence analysis

Tracking and take action in Incidence analysis

Monitoring template review and update as required

Client review

Tracking and take action agreed in Client review

Take action on audit results

Support in New node integration template review

Taking handover from ISV after RTP completion

Maintain and review SOP for L1 & L0

Create and maintain Call Flow documents

Maintain deployment architecture of services

Monitoring of Backup success failure Report