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L2 TECH SUPPORT

Specialized tech support assigned to attend user´s daily

requirements focused on the infrastructure availability.

L2 TECH SUPPORT MAINFRAME ACTIVITIES

1. Guards and escalation Matrix 5. Weekly Report with performance

2. RASCI Matrix indicators and SLAs:

3. Service coverage calendar a) Attended Tickets

4. Daily Report with performance data b) Support activities for
projects
a) Attended Alerts (received or

notified by Operation, users, c) Attended tickets on time
detected by Tech Support) d) Attended tickets out of SLAs

b) Attended changes and justifications

(Production, QA, Development e) Attended alerts

and Certification f) Attended changes
environments)
g) Changes that generates
c) Attended Incidents incidents

d) Attended problems and in

monitoring status

e) Support activities for users and

applications teams, Auditory,
DRP, BCP, and patching