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There are quite a lot of monitoring activities which L1 and L2 can take up. And, yes scripts would help which the development team should be able to create if required and if L1 and L2 teams cannot do it.
Here are certain things which they can do. Please note that the tasks are not limited to the below and it depends on the team’s skill set in automating the manual tasks and the number of support teams/members available.
- Learn, understand and use standard operating procedures (SOP) and tools to effectively manage the applications and systems.
- Respond to, investigate and resolve issues involving production applications and systems using documented procedures and solutions.
- Escalate and/or engage other support groups as needed to meet service targets for resolution quality and timeliness.
- Accurately and concisely document production support issues for subsequent root cause analysis (RCA) and operational and management analysis and reporting.
- Perform routine application and system administration and maintenance tasks on schedule and as needed to meet client expectations for system availability.
- Validate application and system health after planned maintenance and as needed to meet client expectations for system availability.
- Ability to accurately gather, analyze and interpret data, identify, define problems, and make recommendations for resolution.
- Experience in troubleshooting and managing technical escalations immaterial of the criticality.
- Ability to communicate effectively with team and other internal stakeholders
These activities can be split into L1 and L2 accordingly. In most of the organization’s there will be multiple applications which will be assigned for support so based on the application and its nature the responsibilities also will change. For some applications, you must have customized set of skills and designed resources instead of shared resources who work for more than two or three applications for support.