2nd level OKAPI Support

Tasks

Key Responsibilities

Incident Management:

• Log, categorize, and prioritize incidents using the ITSM tool (e.g., ServiceNow, Jira).
• Analyse and resolve L2 incidents.
• Fulfill Service-Request.
• Perform initial diagnosis and resolve or escalate issues to L3 teams or similar.

Monitoring & Alerts:

• Respond to system alerts and take appropriate action.
• Setup monitoring for applications.

User Support:

• Provide support to end-users via email, phone, or ticketing system.
• Assist with user access, configuration issues, and basic troubleshooting

Documentation:

• Maintain knowledge base articles and support documentation.
• Document incident resolutions and known errors.

Collaboration:

• Work closely with L2/L3 support, development, and infrastructure teams.
• Participate in daily stand-ups or support meetings as needed.