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Role: L2 Application Support Resource

Location: NYC

Day 1 Onsite/Hybrid

1. Troubleshoot production defects that can't be solved by L1 support and provide preliminary root cause analysis, impact, tactical fix when possible
2. Update runbooks /documentation based on troubleshooting steps
3. Document P1/P2 Issues
4. Escalate issues with thorough documentation on analysis already completed to Scrum team
5. Organize and Lead scrum calls for P1/P2 issues (initial and follow up)
6. Enter service tickets for issues related to vendor applications
7. Provide internal communication of outages to decide on the severity of the issue to:
   • Ensure L1 group provides User Communication of P1/P2 issues when appropriate
   • Ensure L1 submits a Major Incident Management MIM) ticket for any outages
   • Close MIM when issue has been corrected and postmortem has been supplied
8. Mange Releases and communicate with L1 support:
   • Participate in design Reviews and Q&A
   • Review releases schedule and verify with scrum teams
   • Ensure demos are scheduled for correct days by scrum team
   • Publish meeting minutes of demoes for outstanding items
   • Review all release notes for designated area
   • Keep runbooks and knowledge documents updated with latest information
   • Escalate lack of runbook documentation
   • Provides "ops" requirements from a supportability standpoint to user stories (during grooming or sprint planning)
   • Organize resources for coverage
   • Ensure release checklist is completed per release
   • Provide management with acknowledgment that each release is ready to be approved in change management
   • Perform Application Checkouts or ensure L1 team has enough information to provide checkouts
9. Periodically provide insights and metrices on production stability and (mean) time to response/resolution
10. L2 Daily Workflow should include:
    • Review ServiceNow for active INCs that are assigned to you
    • Follow-up on ServiceNow aged INCs, over 6 days w/o an update, that are assigned to you
    • Review ServiceNow for new P1/P2 assigned to you
    • Review ServiceNow for aged P1/P2 to gather updates
    • Review and mark as "Resolved" items that can be closed out
    • Ensure SNOW items that need escalation are linked to problems/JIRAs
    • Ensure INCs are associated to problems, belong to you and have the correct status
    • Review 24 hours' worth of INCs to make sure priority is correct
    • Review JIRAs assigned to you
    • Enter new P1/P2 into the prod support sheet
11. Software Release management TBD