L2 Application Support Engineer - SFMC

Location : Gurgaon, Hyderabad

Experience range : 8- 10 years

Contract Position

Role : L2 Application Support Engineer (SFMC)

Job Purpose :

This position is to provide to 2nd level of support for all application-level production environment issues, user support queries and requests.

Job Responsibilities :

Below are key role and responsibilities for this position :

• Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
• Perform Ad-hoc support tasks and prepare reports for business
• Troubleshoot all the new incidents / issues for which knowledge base is not available and escalated by L1 team
• Resolve the incidents / issues as per agreed SLA
• Address the service requests as per agreed SLA
• Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
• Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
• Perform the shift handover activities as per agreed SOPs
• Participate in problem management, change management, knowledge management, even management etc.
• Update knowledge base with new learnings, changes in resolution steps etc. in timely manner
• Ensure SLA / KPI (under control of L2 team like incident response time are met and collect / update data of it in required tools
• Help shift / team lead to prepare to various operational reports required by internal and external stakeholders
• Contribute to support reusable assets and internal knowledge sharing sessions
• Work to build-up skills for L3 support level
• Work on POC of different solutions, tools etc. POC
• Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc.
• Work on automation of manual activities if possible and share the details of automation opportunities with L3 Attributes :
• Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
• Flexible and proactive / self-motivated working style with strong personal ownership of problem resolution
• Should be flexible to work in all shifts
• Ability to prioritize when under pressure

Skill Requirements : Must Skills :

Nice to have Skills :

(ref : hirist.tech)