Job Description
2nd Line of Support - Professional
Objective
- Ensure support in installing, upgrading, and repairing application as needed, overseeing upgrades and reporting on progress of operational issues.
Activity
General
- Provide advanced software support for software applications in or to be in production.
- Support level 2 of Worldline / Instore product portfolio.
- Strong customer focus.
Support Management
- Escalation point for the first line support.
- Analyse the issue, make a diagnosis aligned with the first line support.
- Troubleshoot software issues reported by Worldline customers and partners, analyse communication traces, application logs, re view source code/specifications and provide solutions in a timely manner.
- On duty support outside business hours.
- Proactively maintain the infrastructure technology with 24x7x365 uptime service.
System Improvement
- Monitor system performance and capacity planning.
- Provide input on ways to improve the stability, security, efficiency, and scalability of the environment.
- Drive root cause analysis and suggest action plan for problem resolution.
- Develop/update tools for troubleshooting.
- Develop and automate tools to avoid manual actions.
- Closely work with Operations to mitigate impact on production issues.
Documentation
- Update the ticketing system to follow the status and deliver the appropriate answer to the incidents and problems. Learn from the issue in a continuous improvement approach.
- Document internal processes and procedures related to support and monitoring.
- Implement and maintain monitoring scripts.
- Maintain best practices on managing systems and services across all environments.
- Provide ad-hoc training when needed.
Collaborative Management and Guidance
- Collaborate with the Architecture team to establish and uphold standards while exploring potential evolutions of the 2nd Line Support role.
- Partner with engineering and development teams to evaluate and identify optimal cloud solutions that align with organizational objectives.
- Prepare statistical analyses, evaluations, and comprehensive reports for both internal and external customers. This includes creating documentation and instructional materials for internal departments and IT service providers.
- May lead functional teams or projects to drive results and ensure effective collaboration.
- May provide guidance and support to colleagues in resolving complex issues within their specialized areas of expertise.
