2nd Line of Support - Professional (Pune, MH, IN)

Worldline

Required skills

Ensure support in installing, upgrading, and repairing application as needed, overseeing upgrades and reporting on progress of operational issues.

General

Provide advanced software support for software applications in or to be in production.
Support level 2 of Worldline / Instore product portfolio.
Strong customer focus.

Support Management

Escalation point for the first line support.
Analyse the issue, make a diagnosis aligned with the first line support.
Troubleshoot software issues reported by Worldline customers and partners, analyse communication traces, application logs, re view source code/specifications and provide solutions in a timely manner.
On duty support outside business hours.
Proactively maintain the infrastructure technology with 24x7x365 uptime service.

System Improvement

Monitor system performance and capacity planning.
Provide input on ways to improve the stability, security, efficiency, and scalability of the environment.
Drive root cause analysis and suggest action plan for problem resolution.
Develop/update tools for troubleshooting.
Develop and automate tools to avoid manual actions.
Closely work with Operations to mitigate impact on production issues.

Documentation

Update the ticketing system to follow the status and deliver the appropriate answer to the incidents and problems. Learn from the issue in a continuous improvement approach.
Document internal processes and procedures related to support and monitoring.
Implement and maintain monitoring scripts.
Maintain best practices on managing systems and services across all environments.
Provide ad-hoc training when needed.

Collaborative Management and Guidance

Collaborate with the Architecture team to establish and uphold standards while exploring potential evolutions of the 2nd Line Support role.
Partner with engineering and development teams to evaluate and identify optimal cloud solutions that align with organizational objectives.
Prepare statistical analyses, evaluations, and comprehensive reports for both internal and external customers. This includes creating documentation and instructional materials for internal departments and IT service providers.
May lead functional teams or projects to drive results and ensure effective collaboration.
May provide guidance and support to colleagues in resolving complex issues within their specialized areas of expertise.

Global provider of payment and digital transaction services.

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