2nd level OKAPI Support

Your next challenge: 2nd Level OKAPI Support. **Tasks** **Key Responsibilities** **Incident Management:** - Log, categorize, and prioritize incidents using the ITSM tool (e.g., ServiceNow, Jira). - Analyse and resolve L2 incidents. - Fulfill Service-Request. - Perform initial diagnosis and resolve or escalate issues to L3 teams or similar. **Monitoring & Alerts:** - Respond to system alerts and take appropriate action. - Setup monitoring for applications. **User Support:** - Provide support to end-users via email, phone, or ticketing system. - Assist with user access, configuration issues, and basic troubleshooting **Documentation:** - Maintain knowledge base articles and support documentation. - Document incident resolutions and known errors. **Collaboration:** - Work closely with L2/L3 support, development, and infrastructure teams. - Participate in daily stand-ups or support meetings as needed. **Requirements** - Basic understanding of application architecture and IT systems. - Familiarity with databases (MongoDB), operating systems (Windows/Linux), and networking fundamentals. - Experience with ticketing systems and monitoring tools. - Strong communication and problem-solving skills. - Ability to work in shifts or on-call rotation if required - Business English. **Preferred Qualifications:** - Prior experience in IT support or helpdesk roles. - ITIL Foundation certification is a plus OR PSM OR GIT - Knowledge of scripting (e.g., PowerShell, Bash) is an advantage or Java/Javascript Burimi: https://al.linkedin.com/jobs/view/2nd-level-okapi-support-at-lufthansa-industry-solutions-4345896657

Niveli: mid level