SQL Support (L2)

1 Month ago • All levels • Programming

Job Summary

Job Description

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.
Must have:
  • Monitor and track issues from multiple sources.
  • Create and track incidents in Service Now.
  • Analyze and assign incidents to the correct queue.
  • Perform actions based on SOPs for issue resolution.
  • Identify root causes of issues.
  • Communicate with end-users and gather feedback.
  • Validate L3 fixes and update incidents.
  • Report issue trends and create SOPs.
  • Provide on-call support.
Good to have:
  • Athena
  • SNS
  • SQS
  • CloudWatch
  • Kinesis
  • Redshift

Job Details

Lead Data Engineer

Primary Skills

  • Athena, SNS, SQS, CloudWatch, Kinesis, Redshift

Job requirements

  • Monitor/track multiple sources for issues being reported – ServiceNow/Slack/Email/Calls • Create and track all incidents/production issues in Service Now with the right categorization • For all ServiceNow incidents, analyze the inputs from helpdesk and assign them to the right application queue. • Manage the queue assignments of incidents based on status and change of context. • Perform actions based on SOPs to analyze/resolve the issue. • Identify the root cause or source of issue as possible to make L3 analysis easier. • Create the summary of actions done, possible next steps and handover to L3 team changing the assignment. • Communicate with the end user on updates and gather additional data and feedback. • Validate the fix provided by L3, update incidents as required and involve L4/L5 as required. • Report the trend and pattern of issues to deed product backlogs and create SOPs on identified issues and resolutions for future consumption. • Provide on-call support for any critical issues during the weekend

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