SQL Support (L2) - R01550303

11 Minutes ago • All levels

IT & Infrastructure

Job Description

This role involves monitoring and tracking issues from various sources, creating and managing incidents in ServiceNow, performing analysis and resolution based on standard operating procedures (SOPs), identifying root causes, and communicating with end-users. The position also requires reporting trends, creating SOPs, and providing on-call support for critical weekend issues.

Must Have:

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
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

Add these skills to join the top 1% applicants for this job

data-structures

game-texts

slack

sql

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