Job description
L2 Support Specialist is responsible of ensuring the run of the applications at highest quality and availability. Proactive monitoring and providing in-depth troubleshooting and solution to the customer complaints as well as the service caused problems are key purposes of this role.
Key responsibilities
- Responsible for guiding through impacting service incidents, owning the investigation, diagnosis, identifying of root cause and take actions to permanently fix the problems
- Capacity management of the core and broadband networks to keep the customer performance at the highest level with a proactive approach
- Analyze L2 support requests from individual business units, take action to resolve the issue and/or escalate them to relevant teams
- Proactively monitor the platform, interpret the information, and take action accordingly to ensure the platform is up and running 24/7 (within the shifts)
- Monitor the service components using monitoring tools such as Dynatrace
- Monitor maintenance announcements of platform providers and inform related teams
- Work in shifts to ensure the platform is up and running 24/7, based on shift rotations defined and participate in planned activities
- Keep the services up at highest quality and availability
- Troubleshoot and provide permanent or workaround solutions to customer complaints in timely manner
- Identify, prioritize, escalate issues (when required) to the appropriate teams
- Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status
Requirements
- Good level of English
- Must have at least one of the following skills, willing and eager to learn the rest of them:
- Java, SQL, Oracle PLSQL, Oracle DB, Postgres, Network, Linux Systems,
- Experience with the following is a plus:
- Event Driven Architecture, RabbitMQ, Dynatrace
- Knowledge on Java applications (Oracle, PostgreSQL integrations, log monitoring, etc.)
- Knowledge on Software Development Life Cycle (SDLC)
- Knowledge on writing scripts for automation purposes
- Knowledge on working with Ticketing environments (Jira, service desk)
- Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)
- Knowledge on SQL queries (Oracle, PostgreSQL)
- Knowledge on Linux operating system
- Preferred: Well-rounded experience with multiple operating systems, Web technologies, and test environments
- Strong problem-solving skills with good communication
- Ability to work under pressure with high sense of urgency
- Ability to work in flexible hours