Job Description
Job Description:
Role:
· Issue Investigation & Resolution
· Incident Management
· User Support & Communication
· Technical Tasks
· Continuous Improvement
Responsibilities:
· Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
· Reproduce issues in test/staging environments to identify bugs or misconfigurations.
· Conduct detailed log analysis, SQL/database checks, and API validation.
· Classify and prioritize incidents based on severity and business impact.
· Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
· Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
· Communicate with business users or clients to gather additional information when needed.
· Provide workarounds or solutions while permanent fixes are being developed.
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