L2 Production Support - Application Delivery Digital MY

Full-time Management & Operations

L2 Production Support Lead is responsible for managing 2nd level production support team on the day-to-day maintenance of application system. His task includes leading, guiding and providing direction to production support team on problem analysis, troubleshooting application issues and issues resolution.

Key Responsibilities

• Lead, manage and coordinate Production Support team on planned activities based on assigned shifts. Subjected to change as and when assigned by Head of Production Support.
• Normal Shift: 8:45am to 5:45pm
• Afternoon Shift: 2:00pm to 11:00pm
• Peak days (7 days in a month are designated peak days)
• Normal Shift: 8:00am to 6:00pm
• Afternoon Shift: 2:00pm to 11:00pm
• Meet critical application availability targets, identify and drive opportunities for service improvement.
• Manage high severity incidents with customer impact with focus of recovering services.
• Manage incident trend...