KEY ACTIVITIES AND RESPONSIBILITIES

As aLevel 2 Team Lead, you are accountable for:

Operational Support

· Lead and coordinate level 2 support operations for mission-critical applications and infrastructure

· Provide troubleshooting and diagnostics for incidents escalated from level 1

· Ensure adherence to SLA, system availability

Incident & Problem Management

· Act as incident manager for P1/P2 issues

· Coordinate resolution and communications

· Perform root cause analysis and recommend permanent fixes

· Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

· Perform operational impact assessment

· Part of the CAB to review and approve change

· Pre-Change Preparation such as review Change Request and Release Plan

· Supervise post-change production verification

· Docu...