1. Incident Management

• Receives incidents from the L1 Application Support for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
• Performs deep analysis and investigation of the incident received from the L1 Application Support.
• Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
• Contributes to the knowledge base essential for continuous process improvement of Application Support.

2. Problem Management

• Identifies, reports and submits details of potential problems to Problem Manager for his or her review.
• Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.
• Consults and works with his or her Immediate Superior regarding the problem.