L1 L2 Support Engineer

Job Title: L1- Support Engineer

Role Summary: We are looking for a L1- Support Engineer who will do the L1 support

Responsibilities:

• Act as the first point of contact for incident reporting and support.
• Perform application health checks, including uptime and performance monitoring.
• Log, triage, and escalate incidents and service requests as needed.
• Generate daily reports and ensure SLA compliance.
• Facilitate communication and coordinate with L2 for unresolved issues.
• SOP, KMBD and FAQ driven helpdesk
• Application Health Check and monitoring
• Application status up or down
• Application response time
• Application component performance
• Incident and SR Management
• Daily health check report
• Escalation Management
• Communication & Coordination
• SLA Management
• Reporting
• Triage

Job Title: L2- Support Engineer

Role Summary: We are looking for a L2- Support Engineer who will do the L2 support

Responsibilities:

• Conduct root cause analysis and provide fixes for escalated issues.
• Apply patches, updates, and ensure platform security.
• Resolve user service requests and execute approved changes.
• Update SOPs and train L1 engineers for better issue handling.
• Coordinate with L3 and vendors for advanced problem resolution.
• Support L1 and continuous KT to L1
• Update SoPs as per business needs
• Log analysis , root cause analysis and provide fix
• Security patch and update
• Resolution of user service request
• Execute change request
• Co-ordination with vendors, L3 and application owners for issues resolutions

Job Title: L3- Support Engineer

Role Summary: We are looking for a L3- Support Engineer who will do the L3 support

Responsibilities:

• Deeply investigate complex issues unresolved by L2 and join escalations within 30 minutes.
• Act as subject matter experts (SMEs) for platform-specific problems.
• Provide detailed root cause analyses (RCAs) within 7 calendar days.
• Collaborate with engineering teams for long-term fixes and platform improvements.
• Ensure compliance with SLAs and act as the final escalation point before L4.