SQL Support (L2)

Monitor and track multiple sources for issues reported via ServiceNow, Slack, Email, and Calls. Create and track all incidents and production issues in Service Now with proper categorization. Analyze helpdesk inputs for ServiceNow incidents and assign them to the correct application queue. Manage incident queue assignments based on status and context changes. Perform actions based on Standard Operating Procedures (SOPs) to analyze and resolve issues. Identify the root cause or source of issues to facilitate L3 analysis. Create summaries of actions taken, potential next steps, and hand over to the L3 team with assignment changes. Communicate updates to end-users, gather additional data, and collect feedback. Validate fixes provided by the L3 team, update incidents as needed, and involve L4/L5 teams when required. Report trends and patterns of issues to inform product backlogs and create SOPs for identified issues and resolutions for future use. Provide on-call support for critical issues during weekends.