Job Title :: L2 & L3 Support EngineerLocation :: Gurgaon India (Hybrid - Onsite 2 days in a week)Minimum relevant experience :: 4 - 7 YearsJob Description:Top Skills for L2:Duckcreek platform experience or similar platformsUnderstanding of .Net apps.SQL ServerIIS (Logs and basic troubleshooting)Monitoring and Logs interpretationTicket handlingL2 Role Overview:Resolving incidents and requests based on standard operating procedures.Perform basic troubleshooting of application, Escalate to L3 where necessary.Provide end user supportApplication monitoring and maintenanceConducting regular scheduled activities such as application releases and month end, Incident management.Ensure SOPs are created and maintained.Identify opportunities for service improvementRunning scheduled activities on a daily and monthly basis, Incident Request /Service Request ManagementDaily Application Checkout & Monitoring / Deployments.Monthly Patching Post checkout (Follow daily App checkout), Housekeeping – Cleanup activity (Disk space alert/Share folder Alert- Application folder), DR & Testing (Dry Run)Proactive License tracking/ Certificate Renewal, Incident Management Process /SOT/Informing App manager on the MI in detailL3 Top Skills:Duckcreek platform is mandateDebuggingCode review/peer reviewAdvanced SQLCloud experience good to haveL3 Role Overview:Resolving incidents that have been escalated up from L2 or through monitoringIdentify the root cause of recurring issues and implement permanent fixesAdvanced trouble shooting using advanced diagnostic tools and application logsSupport users through more in-depth application knowledgeRelease deployment for technically complex releasesMake recommendations for adding to SOPsFind and implement opportunities for automating, Producing reliable and clear SOP documents, Supporting audit and regulatory investigations,Testing support for key client activities e.g. patching and DR testing,Remediation of Security alongside L3 support and the application development teamIdentify opportunities for service improvementDefect fixing in PROD-1 and PROD by following the complete SDLC (coding, peer review, testing, UAT , discussions with business, deployments to prod -1 and prod)About Ascendion:Ascendion is transforming the future of technology with AI-driven software engineering.Our global team accelerates innovation and delivers future-ready solutions for some of the world’s most important industry leaders.Our applied AI, software engineering, cloud, data, experience design, and talent transformation capabilities accelerate innovation for Global 2000 clients.Join us to build transformative experiences, pioneer cutting-edge solutions, and thrive in a vibrant, inclusive culture - powered by AI and driven by bold ideas.
Job Title
Technical Support Specialist