Job Description:

Key Responsibilities

Issue Investigation & Resolution

Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.

Reproduce issues in test/staging environments to identify bugs or misconfigurations.

Conduct detailed log analysis, SQL/database checks, and API validation.

Incident Management

Classify and prioritize incidents based on severity and business impact.

Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.

Collaborate with L1 and L3 teams during major incidents and post-incident reviews.

 User Support & Communication

Communicate with business users or clients to gather additional information when needed.

Provide workar...