- Address Level 2 support escalations raised by leadership, requiring in-depth troubleshooting and problem-solving.
- Manage Level 2 complexity requests received through Slack and ServiceNow, involving intricate system interactions and advanced solutions.
- Take charge of critical incidents, coordinating response efforts, and ensuring rapid resolution.
- Conduct thorough root cause analysis for incidents and issues, going beyond symptoms to identify and address underlying causes.
- Develop and implement alert and automation solutions to prevent recurring issues and optimize workflows.
- Efficiently resolve issues within defined Service Level Agreements (SLA), ensuring minimal downtime and impact on business operations.
- L2 support for Hybris platform, resolving complex commerce-related issues
- Future Scope: application releases to production environments, ensuring smooth transitions and minimal disruptions.
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