L2 Support Engineer

PickMe
a month ago
tie
2 Applied
Expired on: Feb 28 2024
tie
featured

Ref.No 00004985

Description

Responsibilities

  • Manage Incidents/Problems/Threats as per the defined process within SLAs
  • Manages SRs reported by operations teams
  • Escalate incidents to L3 where necessary and follow up/update tickets
  • Perform RCA on production issues and update knowledge articles
  • Perform age and trend analysis of production issues and propose preventive measures
  • Manage Service Transitions to L2


Requirements

  • Minimum 02+ Years of ITSM experience ( L1/L2/Help Desk/Technical Support)
  • CS/IT/IS related First Degree (Bachelors)
  • Analytical and problem-solving skills should be a self starter with positive attitude
  • Excellent communication and stakeholder management skills
  • Ability to drill-down, identify causes and take preventive measures
  • Ability to follow the defined process and maintain the process documents
  • Hands-on experience in Linux OS/MySQL / JIRA Administration / APIs & API tools.
  • Hands on experience in Monitoring Tools and Scripting knowledge
  • Hands on experience in PAAS (AWS, GCP, Azure) and basic Networking knowledge
  • Ability to work independently and manage time effectively
  • Exposure to application development environment is preferred
  • Willing to learn new technologies and should be a fast learner
  • Willing to support outside working hours on need basis ( On critical incidents )
  • Willing to support 24/7


Skills
Linux OS/MySQL
Monitoring
PAAS (AWS, GCP, Azure)
Analytical
problem-solving
Industry Sector