L2 support

Synechron
New york city, NY
01 May 2024

Vacancy expired!

We have an immediate open role of

Support L2 Resource.

Location: NYC, NY (Onsite, no remote)

L2 Roles & Responsibilities:
  • 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 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 metrices 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
Salesforce background is a huge plus.Evaluation areas: AWS+ SQL

We Can Offer You:
  • A highly competitive compensation and benefits package
  • A multinational organization with offices in 17 global locations and the possibility to work abroad
  • Laptop and a mobile phone
  • 15 days of paid annual leave
  • Maternity & Paternity leave plans
  • A comprehensive insurance plan including: medical, dental, vision, life insurance, and long-/short-term disability
  • Retirement savings plans
  • A higher education certification policy
  • Extensive training opportunities, focused on skills, substantive knowledge, and personal development
  • On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses
  • Coaching opportunities with experienced colleagues from our FinLabs and Center of Excellences (CoE) groups
  • Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms
  • A flat and approachable organization
  • An excellent working atmosphere: regular drinks, sports activities, offsite weekends with a young, dynamic team
  • A truly diverse, fun-loving and global work culture

SYNECHRON’S DIVERSITY & INCLUSION STATEMENTDiversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
  • ID: #49835722
  • State: New York New york city 10045 New york city USA
  • City: New york city
  • Salary: $100,000 - $140,000
  • Job type: Permanent
  • Showed: 2023-05-01
  • Deadline: 2023-06-17
  • Category: Et cetera