Objective

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

Activity

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

• 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.

• 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.

• 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.

• 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.