Level 3 Support Engineer: MB

Support Level 3 Support Engineer Roles & Responsibilities

This document aligns Level 3 support roles and responsibilities with ITIL 4 best practices, ensuring a structured, value-driven service approach.

Purpose and Scope

Level 3 Support is comprised of senior engineers and developers who address the most complex incidents and perform root cause analysis. Following ITIL 4, L3 focuses on long-term stability by developing permanent solutions and proactively preventing issues. Scope includes code-level debugging, architecture reviews, database optimization, and security compliance.

Roles and Responsibilities

• Root Cause Analysis & Advanced Debugging: Perform detailed analysis of application code (Angular, PHP, React), AWS infrastructure, and database schemas to identify underlying issues.
• Permanent Fix Development: Develop and test patches or enhancements in development environments, coordinate deployments via Change Management.
• Security & Compliance: Conduct vulnerability assessments, manage IAM policies, KMS encryption, and enforce AWS security best practices.
• Mentorship & Knowledge Transfer: Train L1 and L2 teams on advanced troubleshooting, maintain updated runbooks, and lead post-incident reviews.
• Proactive Problem Management: Identify systemic issues, initiate Problem records, and drive continual improvement initiatives.
• Clear and Calm communicator: Being on the front-line with the customer might get into uncomfortable situations. Handling client through composed communication is one of the key area of responsibilities.

Required Skills and Competencies

• 5-8 years experience in mission critical application and Infrastructure support with stringent SLAs and Penalties

• Expert knowledge of application frameworks (Angular, React, PHP) and AWS services (EC2, RDS, S3, Lambda).

• Proficiency in database management and optimization for MariaDB, PostgreSQL, or SQL Server.

• Advanced debugging skills using tools like AWS CloudTrail, X-Ray, and performance profiling.

• In-depth understanding of security controls, IAM, KMS, and network configurations.

• Leadership and communication skills to guide cross-functional teams and liaise with business stakeholders.

KPIs and Metrics

• Root Cause Resolution Rate: Aim to close >80% of Problem records with permanent fixes.
• Change Success Rate: Ensure >95% of emergency and standard changes deployed by L3 succeed without rollback.
• Number of Proactive Issue Findings: Target identification of 3 potential issues per quarter.
• Knowledge Base Contributions: Publish detailed technical articles and runbooks; target 10 detailed entries per quarter.

ITIL 4 Alignment

• Service Value System: L3 drives 'Improve' activities by analyzing incidents for systemic issues and enabling knowledge sharing.
• Practices: Lead 'Problem Management', 'Change Control', 'IT Asset Management', and 'Information Security Management' in line with ITIL 4.
• Guiding Principles: 'Focus on Value' by reducing incident recurrence, 'Collaborate and Promote Visibility' by sharing insights across teams, and 'Start Where You Are' by leveraging existing tools and processes.