KEY ACTIVITIES AND RESPONSIBILITIES

As a Level 2 Team Lead, you are accountable for:

Operational Support

• Lead and coordinate level 2 support operations for mission‑critical applications and infrastructure
• Provide troubleshooting and diagnostics for incidents escalated from level 1
• Ensure adherence to SLA, system availability

Incident & Problem Management

• Act as incident manager for P1/P2 issues
• Coordinate resolution and communications
• Perform root cause analysis and recommend permanent fixes
• Escalate unresolved issues that required software coding to Level 3 or engineering teams

Change Management

• Perform operational impact assessment
• Part of the CAB to review and approve change
• Pre‑Change Preparation such as review Change Request and Release Plan
• Supervise post‑ch...