Hi Sir,



Snapshot of yday class: 

Production support L1,L2,L3



L1 - involved in handling health checks on the servers and report to L2 daily 3
times getting approval from manager. They use a checklist and carry over the
health checks.


Some of the checks are,

Disk space

Performance monitoring

CPU utilisation

Log monitoring

URL monitoring



L2 -  They involve in incident management, RCA and change management.
Creates checklist for L1 team check and gets the report from L1. They create
and track tickets using ticket tracking tool. They fix issues which require
immediate attention and the rest based on priority.



L3 - code support or mini developer. They create the detail design document
based on the analysis from the change request and get approval from
manager. They run the changes in the testing server before moving to the 
production box. They also involve in bridge calls. They should have the 
functionality knowledge.