L2 Support Manger- IT infrastructure

Job Summary

Cognizant Technology Solutions Asia Pacific Pte. Ltd
Banking/Accounting/Financial Services
Kuala Lumpur
Years of Experience
5 - 10 years
Posted On
29th Jan 2020
L2 support,Infrastructure,Release Management,Scrum Master

Job Description:

The L2 Manager will need to action on (but not confined to) the following: 
  • Work closely with the Scrum Masters, Test Managers, Dev Leads, Release
    Manager, PMO and Group Tech on a daily basis.
  • Coordinate first level trouble-shooting to isolate issues (code, network, infra
  • Keep track of SLA for L2 support issues and report back to various stakeholders 
  • Incorporate Group Tech’s Release Calendar, Freeze Periods working
    closely with the Group Tech Release Management and Infra & Application
    teams to gather a centralized view of all releases which has dependencies
    with TCJ.
  • Ensure adherence of Release Management process
  • Along-side Product Owners, Scrum Masters, Architects and the
    Development team, coordinate hotfix release activities. This would include
    among others, raising Expedited CAB (Change Advisory Board) request,
    getting relevant vendors available and coordinating support from various
    departments in Group Technology.
Key Responsibility:
Cross Journey Implementation Releases
  • Take ownership of L2 support coordination and any approval needed.
  • Forward Planning of the release windows and cycles across the Journeys
  • Manage risks associated to Fixes and their releases and resolve issues that
    affect release scope, schedule and quality
  • Work closely with Release Manager to schedule for release of fixes taking
    into account release schedules, freeze periods etc.
  • Lead and co-ordinate the Go-Live activities for fixes with the Scrum Masters
    including the execution of the deployment Run Plans and checklists.
  • Weekly Support Reporting
  • Communicate release schedules and freeze periods to the Product Owners,
    Scrum Masters and the squad where required
  • Work with Journey Tech. Lead to understand impacts of branches and code
    merges where applicable
  • Ensure alignment across key partners and vendors from the development
  • Continually work towards making improvements to the release and support

About Us:

Cognizant is a global leader in business and technology services that helps Clients bring the future of work to life – today – in a business environment that is being transformed by accelerating globalization, virtualization, and the shift toward cloud technologies.

We continuously seek the “best and the brightest” when we recruit new employees, and we’re consistently an “employer of choice” at leading engineering and business schools around the world. Our domain industry specialists have well-established backgrounds working with companies in the industries we serve.

Our teams and their talent are a principle reason that we consistently outperform the competition.