L2 Support Engineer

Job Title: L2 Support EngineerLocation: Toronto, ON (Hybird-4 days onsite)In-person L1 interview attendance mandatoryJob Description:Relevant Expertise:Undergraduate Degree or Technical Certificate.ITIL3-5 years relevant experience.Continuously enhancing knowledge/expertise in business services, applications, infrastructure, analytical tools, and techniques that can contribute to effective solution development/delivery.Keep current with industry and/or business trends.Comfort level working with vendors.Readiness to support installation, configuration, upgrade of business applications/systems in co-ordination with appropriate stakeholders, if required.Ability to work on low to moderately complex tasks under management guidance and supervision.Experience managing production incidents to ensure they are resolved in a timely manner.Good to have Host Mainframe experience (IBM AS400)Good to have, or can learn : Experience utilizing tools such as Splunk, DataDog and DynaTrace to investigate issues.Experience with Linux, Windows, and cloud platformsRoles & ResponsibilitiesShared L2 ResponsibilityDaily Health ChecksMonitoring of Service Now QueuesMonitor incoming emailsPerform Trend Analysis and ensure incidents are assigned to the appropriate problem record.Incident CommunicationP3/P4 Triage ParticipationCreate and monitor problems.Send out technical commsTweak tivoli and splunk alerting thresholdsMeet all SLAs for P3 comm timings and outage record completion.Beginning and end of shift handover.Assist in actioning change tasks.Perform data quality reviews via internal processes, Police reports and TLEI spikes.Knowledge sharing with the greater team.2-3 years of relevant working experience.Other various tasksLevel Specific ResponsibilityWork on Alert and Dashboard creationAssist with onboarding new applications.Participate in projectsCan triage P3 incidents with minimal assistance.Can Run P3 calls with minimal assistance.P1/P2 triageBe part of the OnCall rotation.Host L2/L3 specific meeting to discuss ongoing incidents, issues and problems.Create and maintain internal documentation via confluence and OneNote.Work with L3 to ensure ASP documentation is up to date.Assist in training new hires.Review all incoming changes the week prior to oncall and documents then on confluence and outlook. On ADABT and CTSS this role is referred to as CQM.3-5 years of relevant work experience.