L2 Support Engineer

4 weeks ago

Mumbai, Maharashtra, India Novo Tree Minds Consulting Full time

Job Description :

We are looking for a motivated and detail-oriented LMS Techno-Functional L2 to join our team. In this role, you will play a crucial part in providing second-level support for our core lending applications. You'll be the bridge between our business users and the technical team, helping to troubleshoot issues, perform root cause analysis, and ensure the smooth operation of our systems. This is an excellent opportunity for a junior professional with a foundational understanding of lending processes and a knack for technical problem-solving.

Key Responsibilities :

L2 Production Support :

- Serve as a point of contact for L2 support incidents, responding to, and resolving issues in a timely manner.

- Troubleshoot and diagnose production issues by reviewing logs, executing database queries, and analyzing application behavior.

- Escalate unresolved complex issues to L3 support or development teams with clear and concise documentation.

- Ensure all support tickets are accurately logged, updated, and closed in the ticketing system (e.g., JIRA, ServiceNow).

Root Cause Analysis :

- Assist in performing initial root cause analysis for recurring problems to identify underlying issues.

- Collaborate with senior team members to document findings and suggest potential solutions.

Techno-Functional Analysis :

- Gain a deep understanding of both the technical components and the functional business processes of the lending application suite (FinnOne)

- Help to translate business issues into technical problems and communicate technical solutions back to business users in a clear, non-technical manner.

- Validate fixes and enhancements during UAT (User Acceptance Testing).

(ref:hirist.tech)

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