• Receives incidents from the L1’s for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
• Performs deep analysis and investigation of the incident received from the L1’s.
• Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
• In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.
• Directly communicates with end customers and corporate partners for additional information of the incident.
• Escalates to the L3’s when technical skills are out of scope to complete the tasks or do not solve the incident.
• Contributes to the knowledge base essential for continuous process improvement for the L1’s and for his own role.

Problem Management
• Reviews, analyzes, and investigates the problem in order to identify its root cause.
• Identifies and reports the need for a change request to resolve the problem.
• Create and documents root cause analysis details, workaround, and corrective/preventive actions.
• Implements corrective/preventive actions to the problem within the scope of his or her level.
• Verifies if the action has addressed the root cause. Additionally, ensures that the implemented action does not result in another incident.
• Provides an update to the Problem Manager regarding the outcome of the implementation.

Change Management
• Assists in the knowledge transfer during project turn-over
• Stays up to date on current technology, systems information, problem, changes, and update relevant to the team.
• Performance of other task as maybe assigned