Position Overview
KEY ACTIVITIES AND RESPONSIBILITIES As a Level 2 Team Lead, you are accountable for: Operational Support - Lead and coordinate level 2 support operations for mission‑critical applications and infrastructure
- Provide troubleshooting and diagnostics for incidents escalated from level 1
- Ensure adherence to SLA, system availability
Incident & Problem Management - Act as incident manager for P1/P2 issues
- Coordinate resolution and communications
- Perform root cause analysis and recommend permanent fixes
- Escalate unresolved issues that required software coding to Level 3 or engineering teams
Change Management - Perform operational impact assessment
- Part of the CAB to review and approve change
- Pre‑Change Preparation such as review Change Request and Release Plan
- Supervise post‑change producti...