Key Responsibilities

• Provide second-level support for incidents escalated from L1 engineers.
• Perform in-depth troubleshooting and diagnosis of network, server, cloud, and application issues.
• Work with vendors and service providers to resolve escalated incidents.
• Support configuration, patching, and upgrades of network devices and servers as per SOPs.
• Maintain and update knowledge base articles and escalation procedures.
• Proactively analyze recurring issues and initiate problem management activities.
• Coordinate with L3/engineering teams for unresolved or complex incidents.
• Participate in change implementation and post-change validation activities.
• Generate detailed incident, RCA, and shift handover reports.
• Mentor and guide L1 engineers, ensuring process adherence.
• Ensure compliance with ITIL processes (Incident, Problem, Change management).