L2 SharePoint Application Support Team

• Perform debugging/bug analysis
• Perform medium complexity configuration
• Perform and implement small enhancements (2 days or less)
• Using service-now as unified working tool to manage incidents
• Prioritize incident and allocate it to correct team
• Escalate to other support
• Comply by IATA ITS incident management process
• Responsible to build/maintain technical and training materials in central repository
• Responsible to build/maintain Quick reference guides and FAQ’s
• Maintain internal team documentation – process changes, configuration documents etc
• Train/coach Level 1 on new functionalities
• Perform monitoring activities
• Report on support KPI and own the issues until resolution
• Periodical trend analysis of incidents
• Problem identification and resolution
• Perform testing for all activities
• Proposals of improvements
• Root cause analysis process need to be fore filled for all Priority 1 incidents
Support and ticket resolution is limited to the SharePoint and Office 365 platforms in scope.
• Resolution of tickets relating to interfaces with external systems are limited to the APls exposed by SharePoint and Office 365 platforms
• Resolutions of tickets relating to Enterprise Service Bus (e.g MuleSoft APls) provided by and maintained by IATA are out- of –scope
• Resolution of tickets relating to third-party products is out-of-scope, except Sitrion is in scope.

3 years experience