configuration and troubleshooting will be the L3’s core responsibility.

L3 staff is supposed to participate in technical discussions, prioritization, enhancements / fix activities, problem management, stability analysis, documentation etc.

Contribute to design and implementation level issues and resolve them.

Work closely with BA, Solution Consultants, and Dev/project team to understand the core deliverables.

Be on top of customer's implementation or production issues that impact primary business service.

Analysis of technical issues and provide a permanent fix/solution.

Complete and implement the code change/data fix for incidents arising during hyper care.

Formulating backup and recovery strategies.

Follow agreed change, configuration, release management and deployment process for all application-related changes.

Conduct regular technical triages and training secession for complex issues.

Document fixes for known errors and thereby create the Known Error Database