Job Roles Of L1,L2 and L3 team on Production Support Environment #DOTC_Mdb

ROLE  OF L1 ,L2 , L3 Team in Production Support

Hello Fiends ,

In my previous blog i have given you the overview of Application Production Support. Here i am going to provide information how support team works on issues/bugs etc.

As we know in last blog we can have several issues related with live application like priority tickets , long running jobs etc so support the whole Application or module for production Support we can have divide support team in separate part .

Note :  Here whole Application or module means you are providing service to client for any application . Suppose if you are working for Google, Facebook , Morgan Stanley or any other clients and the module is live then you are the SPOC(Single point of Contact) , if any issues comes under this application Like user is trying to open google.com and page not found then it’s critical issue and support team need to resolve it asap also if site is taking time then it’s related with performance and Support team needs to do RCA(Root cause Analysis) and fix the issue asap by checking all the instances used in the system. In production Support we can have n number of issues , some are known issues or some can be of different so Team should be very active to monitor each and every job and also in between they can think more about tuning the queries etc so that application will run Smoothly and not breach any SLA(Service Level Agreement).

Technology : In Production Support Project , Support team should have good knowledge in Java,c++ unix , Database like Oracle/Sybase etc . As they need to check logs for the jobs to do RCA and also he should be very clear idea about which technology first he need to trace suppose there is  connection issues with Java and Oracle as user can see the interface but no data is reflecting then it might be the case of Database so Team need to check whether database is up or not or the databse procedures which called in Java Program  is working fine or not or there is connection error etc . so in this type of case support team need to check the logs and take the action . in other scenario database is doing up and working fine but interface is not coming then support team needs to check Java or any other program which used for the Application.   

Nowdays we have Monitoring tools like Autosys, Control M where we can see the status easily through GUI (Graphical user Interface) and still for scheduling jobs we use cronjob in unix so Support team should know about all this technologies. Also Companies used ticketing tool like Service now, Remedy , OVSD etc to create the issues they face . So support team should be familiar about ticketing tools as closing any ticket they need to give RCA steps in the tickets.

As we know in last blog we can have several issues related with live application like priority tickets , long running jobs etc so support the whole Application or module for production Support we can have divide support team in separate part .

Let’s Discuss about the Role of Different Support Team:

Production Support Team separated into three parts:

1: L1 Support

2: L2 Support

3: L3 Support

L1 Support:

Level 1 Support

This support is called – first line of  support. The main channel of interaction with the client for them is through chatting, telephone,e-mail or client can directly create ticket and assigned to L1 team. Most often, technical knowledge of L1 tech is limited as compared to L2 and L3 . Usually, the L1 support team deals with problems while monitoring any long running jobs and if application get down he need to be proactive and engage L2 and L3 team immediately. If L1 need to use the command line to solve a problem, have technical skills and deeply understand the problem of the client and provide the solution, usually, they will escalate these cases to L2 L3 Team, depending on the type and complexity of the problem. Also, L1 team will be answering  pre-sale support emails and support chats.

L1 Team should be available 24*7 as they  need to be available to check the whole Application

L2 Support:

Level2 Support

L2 team have more technical skills and experience than L1 tech. They can perform most of your technical tasks. Since these tasks are more complex, L2 support engineers may need access to the server on the back panel (RDP, SSH, Database etc). They can also solve your technical issues and can fix most server problems without having to open tickets. Besides that, they can also prevent these problems from appearing in the future like if issue resolved . If there are problems that L2 can’t solve  as they do all the root cause Analysis but deeper investigation is needed, then they usually escalate the task to the L3 engineer. According to statistics, most of the tasks are done by L2 Team, so this is our main resource.

Again issue can be of any times so L2 team do all types of analysis before Approaching to L3 team and also they will provide all the logs and RCA to L3 team .

L3 Support:

Level 3 Support

L3 team are masters of system administration with many years of technical experience in front end(Java,Python,C++ etc)  , backend(Oracle,Sybase) as well as  OS (Unix/Linux) , also they called DevOps engineers. They can fix almost all the problems on the server side that require a high skill and knowledge And in addition to this, they don’t only have support skills, but also are capable in setting up the infrastructure from scratch. Summing up, all high-level tasks that L1 L2 can’t cope with, are escalated to the L3 Team. And after a deep investigation of the problem, an L3 engineer is able to evaluate the task and execute it. If there is any critical issue then L3 team engage all the teams including L1 , L2 and other teams like Networking etc . So that L1 and L2 team can understand and update the ticket logs in the system.

 L2 / L3 engineers  allows you to get highly qualified support from the first minutes of creating your request. clients have the opportunity to create a task, a question, a request at any time of the day or night and they can be sure that they will get a response by highly qualified specialists within SLA.

Note : As L1 is First Point of contact so generally L1 team close the ticket but L2 and L3 team will update the RCA in ticket tool logs. If any Priority 1 issue then L1 need to open bridge call and engage all the support team, server team as well as development team from other modules and if require they can engage Project Managers and senior Resources and clients in the call and they needs to provide the status in every 10 minutes through mail or in ticket tool.

Also issue can be of many types so you can think and if require ask some Question.

Thanks Everyone this is all about the Role of L1 , L2 and L3 team . Support team also work on Change Management , Release Management tasks . So if required in next or in other blog I will share something about the  Management  like Change Management , Release Management etc.

Please share your comment and ask any doubts if you have or if you want to add something more on this topic.

Thank you.