L1 and L2 support

about yourself/day to day activities

currently working as an associate in tcs

i have exp in IM , PM , exp in support and dev 
support => manitanance
develop => enhancement

i have raised more incedents(tickets - issues) - jira/remedy/service now

IM - IR => incedent request
PM - PR => problem request

Application users : End uers (retail client/ institutional client)

Project => application - issue - call/mail/chat/web form

L1 - calls , mails , chat , web form

step 2 : ticket raise - incedent raise - jira
: problem request 
: incedent log

L2 : L1 - incedent - L2 mail - jira - analyse - run book (issue - solution)

issues

slowness
login 
connectivity
serverful
cpu usage
performance

Application monitor - Oracle Enterprise Manager - Autosys - job - mail

L3 support

job - shell script

Service Level Agreement SLA
problem => critical,high,low,CR

we are facing performance issue tickets - run book - l3 - acknowledge
24/7 support - rotational 

crtical 5mins 1 hour
high 5 3 hours
low 5 8 hours
CR 

CR - Change Request

coding - L3 - Release - minor - major

minor - one week
major - one month

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Day to Day activities: L1 , L2 and L3 production support

I'm a pure application support executive

currently working for xxx company for the project yyy and our 
client is ? bank

This project is nothing but to manage cash flows / customer validations/down stream application logic validations/
transactions - rtgs/neft/cheque/local cheques handling

i have good experience in level 1 and level 2 support
i have used jira/service now/remedy as ticking tool.

i have worked for both incident management and problem management

i have raised so many tickets for application issues
mostly we are getting performance related issues

since our application used by several end users - retail clients
or institutional clients

our application using by retail clients
or institutional clients - we are getting issues by chats / mails / web forms / calls

tasks been segrigated by diff team 

as a support person i will be analyzing it , i will be follwing runbook
we have some common listed issues with solution in that book.
we will try to rectify the issue then and there using check list. if not then we are supposed to raise ticket in service now.

yesterday we have faced an issue - which the java web services not restarted by the l4 team . we have raised a ticket to do the same.

appart from raising tickets , i used to monitor the application in all the
way like cpu usage / cpu utilization / memory capacity /performance
of the application / connectivity issues - by oem - oracle enterprise manager / invoice issue / booking issue / maintenance / quotation poblem / data issues / order management 

if anything related to this monitoring issue i will be raising a ticket
to l3 and l4 team.

eg/ if we getting ora error related issues 

analyze the issue
proritize the issue - critical / high / low / cr - change request
decision making - by l1 or l2 team or it has to be moved to l3 team

if any code fix - eg/ sequence altering issue - String buffer too small
we will sending/attaching the screenshots in jira and raising ticket to dev team.

they should acknowledge within 5 mins and should fix the issue within the SLA (service level agreement)

if not then we will be calling them , to get the update else 
again ticket will be raised - using service now

production support team working - 24/7 
i have worked in rotational shifts. 9pm - 6am now
we have supported in week ends too

analysis - code fix 

Environments:
dev 
sit
uat
staging - replica of prod - we access in this environment
production - we dont have any access for prod

i have good knowledge in plsql concepts. like proc , function , packages,triggers , bulk collect , bulk bind , cursor 

having good experience in handling these concepts and little performance tuning knowledge

since we are the very first contact for the end users , i will be connecting dev team for performance related issues

1.query taking much time
2.index invalid staus
3.hints - to force index
4.stats gathering - remove the empty blocks to make the performace faster

i have good experience in unix basic commands
we are using putty as a tool to connect the server.
i used to check the data flows and error log files in putty.

i used to get the connection strings and server infomation 
to connect the putty if any issues related to java or oracle

i have learned so many commands in unix

ls
cd
awk
grep
sed
cp
mv
mkdir

vi editor - important - u can edit in cmd - save - we dont have access

i will be updating my staus in stand up call every day - 10pm