Q) What are error codes?

Ans –

500 – Internal Server Error i.e. application is down.

403 – File Not Found i.e. application related files are missing.

304 – Redirect issue i.e. Our application is not redirected properly.

200 – Application is running fine

Q) What is deployment?

Ans – Deployment is the process to change existing code or deploy new code in production environment after validating the code in development or staging environment.

-          For deploying any changes in production, we need the change request (CR) in proper places.

-          In the change request, we include deployment start date, end date deployment description or task should be correct.

-          We have some maintenance window in our application. In this maintenance window, we should have deploy our code so that there is no business impact.

-          Development team should give us the proper deployment plan part of those activities.

-          If there is any file change in part of the deployment, then the development team should stage the file in stage environment so that we copy the file from stage to production.

Steps follow during deployment: -

-          Stop the application (Take the back up of production code file)

-          Copy the change code from staging to production.

-          Production config changes.

-          Start the application.

-          Application validation.

-          User Validation.

-          End User Validation.

Q) If any important file is accidently deleted, then what will we do?

Ans – We have a daily and weekly server back up. If any file deleted from any server, then we will raise a ticket with priority to our backup and recovery team to restore back the file.

Q) To know whether a port is listening or not?

Ans - $ netstat –an | grep - i <Port Number>

Q) In which condition we will escalate the issue to higher team or L3?

Ans –

-> When we will want any code fix.

-> When we will not able to resolve it and with the error details and with our analysis details i.e. RCA mentioned in a ticket and assign to a higher team.

Q) What will you do when your file system reaches it maximum value?

Ans – Steps to proceed: -

-          We have an alert configuration (i.e. we will receive an alert email in our outlook) if our file system reaches more than 85%.

-          Then we need to run some command to check whether it actually reaches or not to verify it is actual alert or any false alarm.

$ df <File System name with path>

-          After verification if file system reaches more than 85%, then we will delete some old logs if it is no more use or try to zip some log files for future use and if it is not sufficient, then we will raise a ticket to Unix Admin for clean up the file system.

Q) What will you do when any process CPU Utilization reaches 90% or you need to run a process in priority?

Ans - Steps to proceed: -

-          We have an alert set up (i.e. we will receive an alert email in our outlook), if any process takes CPU Utilization 90%.

-          We need to verify the process with its CPU utilization with the help of top command.

$ top

-          First we will need to check if the process is related to our application or not.

-          If it is not related to our application, then we will go ahead and close it.

$ ps –ef | grep <Process Name>

$ kill -9 <PID>

-          If the process is related to our application before killing, we need to get confirmation from end user.

-          Then we need to renice our desire process to run at priority.

$ renice -<-20 to 19> <PID>

Q) What will we do if our application is running out of memory?

Ans – Steps to proceed: -

-          We have an alert set up (i.e. we will receive an alert email in our outlook), if any application is running out of memory.

-          First we need to check our availability memory by help of Top command.

-          If the particular process running for the application is taking more memory, then we will ask our Development team for analysis and if require we will increase the memory size by help of our DBA Team.

If memory size is changed, then the application will need for restart.

Q) What is RCA?

Ans – RCA means Root Cause Analysis.

It is the detailed analysis or step by step analysis of the issue done by L2 engineer and if the issue will not resolve after RCA, then it is assign to L3 team with analysis steps.

Q) What is Known Error Database?

Ans – It is the database where we store known issues description and resolution steps. It helps in resolving the issue if we encountered the same issue in future.

Q) What is service request?

Ans – A service request is a user request for information or advice, or for an access to an IT Service or equipment.

For this, we will go for service request in service now, if we are using service now tool for ticketing.

Q) What is incidence?

Ans – An unusual behavior to an IT Service refers as incidence.

For this, we will go for a service now incident ticket if we are using service now tool for ticketing.

Q) What is driving factor?

Ans – The factor by which we will start working on the issue.

Q) If you receive a ticket, then what will you do?

Ans – First I will acknowledge the ticket and assign to a particular person / team (e.g. Unix/Database/Network/Application Tool Support team) if not related to my team as per ticket description.

Q) What will you do when server is down?

Ans –

Steps to proceed: -

1. 1^st alert will come to our outlook saying this server is down.

2. By the help of ping command, we need to check whether the server is up or down.

$ ping <Host Name> or <IP Address>

3. Then we will raise a ticket with server details with issue description and assign it to own.

4. Then we will restart the server by help of some predefined script and if the down issue still won’t resolve we will assign the ticket to Unix or Windows team as per the server configuration with priority.

Real Time Questions: -

Q) What is SLA?

Ans – SLA means Service Level Agreement. It is agreement made between your company (service provider) and customer or client. The service provider needs to resolve any issue or acknowledge any issue which impact customers and do any adhoc tasks received from client within the defined time which is mentioned in agreement.

Q) What is priorities?

Ans – It means how soon the issue should be resolved or the adhoc tasks need to complete.

Generally, different company have different priorities.

Considering general trend of priorities, it is of four types.

1. Critical (P1) – Some company or service provider has 15 minutes time to acknowledge the critical request received from customer and 1-2 hours of time to resolve the issue or complete the adhoc tasks.

2. High (P2) - Some company or service provider has 1-2 hours of time to acknowledge the high priority request received from customer and 2 hours to 1 day of time to resolve the issue or complete the adhoc tasks.

3. Medium (P3) - Some company or service provider has 1 day of time to acknowledge the Medium priority request received from customer and 1 day to 3 days of time to resolve the issue or complete the adhoc tasks.

4. Low (P4) - Some company or service provider has 2-3 days of time to acknowledge the Low priority request received from customer and 3 days to 7 days of time to resolve the issue or complete the adhoc tasks.

Q) What is severity?

Ans – The impact of an issue on the customers or system is called severity.

Q) If you will receive two critical request, then which would you resolve?

Ans – First I will go for severity. If severity is same, then resolve first come first serve basis.

If severity is different, then work on the high severity request first and then the next.

Q) What is SLA – Breach?

Ans – If the support engineer won’t able to resolve the issue within the specified time mentioned in SLA, then SLA will get breached and as a result, the service provider has to pay some penalty for it or provide some valid reason for it.

Q) What is Escalations?

Ans – Escalations means letting your higher authority know that the issue is not progressing or adhoc tasks is not completing within the specified time mentioned in SLA.

It can be done either by Support Engineer, the Customer or your manager.