L1 Role in General

Alert Monitoring, Reporting and Escalations

Incident Management Process

First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users) - this is primarily a service desk kind of environment in which tickets are logged through any of the channels like phone, web, email, text etc. Responsible for customer interactions and Respond SLA

They escalate the incidents to L2 if not resolvable by L1.

L1 Responsibilities :

Monitor the event alerts and notify to the concerned team and process the requests from the end users to level 2 and level 3 support engineers.

Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems.

Monitor the Oracle Alert logs files, transaction logs and backup logs.

Monitor the database related activities, respond calls from the Application support and developments teams.

Monitor the backups, recovery errors, respond to the request regarding the restoration of the DB

Monitor the metric alerts, performance related issues like high CPU utilization,  Application performance, high Memory utilization, Application tuning and Query tuning
·         Acknowledge the request for DB stop/start, user creation and grant specific data access to user



CopperEgg – IT Infrastructure Monitoring


Boundary – Server & Application Monitoring for DevOps

BigPanda – Automate Incident Management.

AppNeta – Application Performance Monitoring Solutions

AppDynamics – Application Performance Management (APM) & Server Monitoring


Anturis – Cloud-based Monitoring Service for Servers and Websites, IT Infrastructure Monitoring





Aptitute

1 
2


Techical 


TCS

2 year gap


10	2004
12	2006
be	2010

WIPRO	2011	System Admin

	2013	L1 L2 Support IT




L2 Role in General

·         Routine Administrative Activities
·         Resolve incidents escalated by L1 as per the agreed SLAs and timelines. They usually have a Run-Book which they can refer to for immediate resolutions. They are also supposed to coordinate with any other support or dependency groups in case the incident has any linkage.
·         L2 escalates the problem to L3


L3 Role in General
·        L3 staff is supposed to participate in management, prioritization, minor enhancements / fix activities, problem management, stability analysis, etc. L3 is supposed to be proactive in nature thus identifying problems in advance and looking for continuous service improvements

        Design and Implementation
        Advanced configuration and Troubleshooting
        Analysis of technical issues and permanent fix/solutio
        Implementation of RAC
    ·         Implementation of ASM
    ·         Implementation of Data Guard for database failover between Data centre and DR site, perform switchover /failover activities.
    ·         Troubleshooting of cluster failures, ASM disk group’s failures and DR related problem etc.
    ·         Adding and resizing of ASM disk groups.
    ·         Work on issues that couldn’t be resolved by L2 team.
    ·         Formulating Backup and Recovery strategies.
    ·         Database upgrades/migrations.
    ·         Install and configure Oracle enterprise manager Grid control.
    ·         Formulating Backup and Recovery strategies
    ·         Physical and Logical database designing
    ·         Design for CPU, memory, and storage capacity requirements.
    ·         Design security policy and audit plan
    ·         Database recoveries and identifying and fixing database corruption
    ·         Designing database for High Availability
    ·         Designing a Strategy to Maintain and Manage Databases
    ·         Work on the performance issues related to Clustering, Create logical diagrams to figure out the loop pools in the database designs and functionality.    
    ·         SQL tuning and optimization
    ·         Administering Basic and Advanced replication      
    ·         Administer a VLDB         
          Transport data across platforms
          DB-Related Software Evaluation
          Administer 3rd Party DBA Tools
          Facilitate Training/Education