Support L2 Resource

Responsibilities & Skillset

• Troubleshoot production defects that can’t be solved by L1 support and provide preliminary root cause analysis, impact, tactical fix when possible
• Update runbooks /documentation based on troubleshooting steps
• Document P1/P2 Issues
• Escalate issues with thorough documentation on analysis already completed to Scrum team
• Organize and Lead scrum calls for P1/P2 issues (initial and follow up)
• Enter service tickets for issues related to vendor applications
• 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
• 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
• Periodically provide insights and metrics on production stability and (mean) time to response/resolution
• 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
• Software Release management – TBD