Senior L2 Support Engineer

The L2 Service Desk is a critical part of PickMe engineering. L2 is responsible for maintaining service quality by closely working with operations and product development teams.

We are looking for a dynamic individual with the right attitude to be part of our service excellence journey.

Requirements

• 3+ Years of ITSM experience ( L1/L2/Help Desk/Technical Support/Deskside Support)
• CS/IT/IS related qualification is required ( Degree/Higher Diploma)
• 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
• 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 prefered
• Willing to learn new technologies and should be a fast learner
• Willing to support outside working hours on need basis ( On critical incidents )
• ITIL Foundation Certification will be a plus

• 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