This role focuses on diagnosing and resolving issues escalated from Level 1 (L1) support, maintaining system stability, and coordinating with engineering and vendor teams to ensure continuous service availability and optimal performance. Key Responsibilities: Incident Management:

• Investigate and resolve incidents escalated by the L1 support team.

• Conduct root cause analysis (RCA) for recurring or critical issues.

• Escalate complex incidents to Level 3 (L3) or vendor teams where necessary. System Monitoring & Maintenance:

• Monitor system performance, data flows, and integrations • Perform routine system health checks, log reviews, and preventive maintenance tasks.

• Implement minor configuration changes and system optimizations as required. Problem & Change Management:

• Support problem management activities by identifying and addressing underlying technical issues.

• Participate in change management processes, including testing and deployment of patches, upgrades, and new features. Collaboration & Communication:

• Work closely with L1 support, infrastructure, data engineering, and vendor teams to ensure timely issue resolution. • Document troubleshooting procedures, resolutions, and updates for knowledge base improvement. 1 |

• Communicate technical updates and incident statuses to relevant stakeholders. Continuous Improvement:

• Recommend improvements to monitoring tools, workflows, and processes to enhance system reliability.

• Support system audits, compliance checks, and performance reviews. Requirements / Qualifications - Diploma or Degree in Information Technology, Computer Science, or a related field. - Experience in application or platform support, preferably in data systems or cloud environments. - Familiarity with DataRobot, or data streaming technologies is an advantage. - Strong analytical and troubleshooting abilities. - Proficient in incident and problem management processes (e.g., ITIL framework). - Good communication and stakeholder management skills.