Software Production Support Production support is the process that is supporting the application production environment and IT systems which are currently being used by the end users. Production application support must ensure that applications, software and databases are up and running and available to end users as expected.Production support team is responsible for receiving bug incidents and requests from end-users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams.
Initial helpdesk which deals the user issues with already scripted solutions and create an incident to assign it to other teams. They will good at handling customers in a polite way.
Technical support for the application or software. They know the flow of the application and do deep dive into the issue and fix it if they can if not escalate further. L2 engineers generally have 4 or more years of experience on a specific technology platform.
They work in defects and enhancements, bug fixing break fix providers etc. These support leaders have specific, deep understanding and expertise in one or two technology platforms.
Enhancement & Maintenance
Disaster Recovery Management