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 · Documentation update and knowledge transfer · Post change review and feedback Patch Management · Perform patch management readiness · Stakeholder coordination and team coordi...