Assisting the Support Engineer or Software Engineer in problem resolution beyond the capability of the 1st Level Support Staff.
• Performing system recovery if needed.
• Escalating unsolvable problems to the 3rd Level Support Staff and reports the escalation to superior.
• Ensuring that the System runs according to contractual specifications after problem resolution.
• Providing advice on system / database performance monitoring and tuning.
• Ensuring deployments of approved patches/releases are implemented accordingly to Change Request.
• Complete all Service Requested accordingly to SLA timeframe.
• Assisting the Customer in the verification, isolation and/or provision of a temporary work-around for the problem logged beyond 2nd Level Support Staff capability.
• Escalating unsolvable system problems and service request to the OEM/Vendor for technical support.
• Coordinating system development tasks to include design, integration and formal testing on the Change Request.
• Overseeing all transitions into production on the Change Request.
• Developing and complete actions in system specifications, technical and logistical requirements and other disciplines on the Change Request.
• Creating and maintain programmatic and technical documentation to insure efficient planning and execution on the Change Request.
• Managing and document system configurations on the Change Request.
• Perform troubleshooting and resolve incident based on SLA.
• Generating the relevant administrative records and reports.
