XStore L2 Support Lead
XStore L2 Support Lead
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1 Vacancy
Job Description
Position: XStore L2 Support Lead
Location: City of Industry CA
Duration: Long term contract
Job Description:
XStore support lead who can efficiently drive the incident management along with business-as-usual activities.
Experience from engagements need to elucidate the responsibilities as defined below.
Overall 7 to 10 years with strong communication verbally and written is quint essential
Responsibilities of a L2 Support Lead:
- Proactive incident resolution with automated monitoring alert
- Preliminary analysis of failed interfaces
- Collaborate with product vendors and engineering teams
- Deployment and tracking corrective changes (patches/upgrades) to production
- Application maintenance (Archiving/Purging data or log files)
- Database monitoring and optimization (Archiving/Purging data)
- Tracking Base Product Service requests and Continuous Improvement by identifying the recurring issues
- Raise and tag recurring incidents to the Problem Management tickets along with Root Cause Analysis (RCA)
- Follow escalation metrics and procedures used to resolve user issues and problems.
- Monitoring/ensuring apps availability connectivity data integrations and critical process completion.
- Monitor Deployment and report incidents for corrective changes (patches/upgrades) to production
- Collaborate with product vendors and 3 party vendors for store application maintenance
- Proactive knowledge sharing with L1 help desk team providing a comprehensive knowledge repository on step-by-step incident resolution approach on a periodic basis enabling shift left
- Post Deployment validations and Creating MNTS on a need basis
- Knowledge Management for future reference
- Reporting and Review meetings at agreed frequency
- Coordinate with client stakeholders and internal teams effectively and share periodic communication
- Cover support coverage over weekend and during P1 and P2 incidents
- Collaborate with internal teams client stakeholder teams during peak period along with Month and Year End activities
- Raise and coordinate with Oracle on Service Requests if any
Employment Type
Full-time
