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