L2 Support

Location:
Guadalajara, Jalisco / Hybrid 3 days per week.

Required Qualifications:

• Conversant with monitoring tools and dashboards - Splunk / Topaz / AppDynamics / New Relic.
• Conversant with ITSM tools - ServiceNow.
• Conversant with SLA Management and SLA computation techniques.
• Proficient in - Corrective / Preemptive / Perfective / Adaptive maintenance.
• Applications (Custom + COTS) Lifecycle Management - updates and patches.
• Conversant with automated monitoring and notification techniques.
• RCA Techniques - Why-Why / Fishbone.

• Conversant with all facets of Application Support.
• Application issue troubleshooting, fault isolation and remediation.
• Proficient in incident trending.
• Coordinates with vendors.
• Performs security vulnerability assessments.
• Identifies repeat production issues and addresses root cause.
• Status Reporting.
• Major Incident Management.
• Problem Management proficiency.
• Eyes on glass monitoring.

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