Application Service Management Application Service Management

Job Title: L2 Support Engineer Location: India Job Type: Full-time Department: IT/Technical Support Job Summary: We are seeking a skilled and motivated L2 Support Engineer to join our IT team. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to work independently as well as part of a team. The L2 Support Engineer will be responsible for providing second-level support for various IT issues, ensuring timely resolution of incidents, and maintaining high levels of customer satisfaction. Incident Management: Respond to and resolve incidents and service requests in a timely manner, ensuring adherence to SLAs. Technical Support: Provide second-level support for software and network issues, escalating complex problems to L3 support or relevant teams when necessary. Troubleshooting: Diagnose and troubleshoot technical issues, to identify root causes and implement effective solutions. Documentation: a.) Maintain detailed documentation of incidents, service requests, and resolutions in the ticketing system. b.) Confluence page creation for different applications : Work closely with L1 support, L3 support, and other IT teams to coordinate efforts and ensure seamless service delivery. Monitoring: Monitor system performance and network health, proactively identifying potential issues and addressing them before they impact users. Customer Service: Provide excellent customer service, maintaining a professional and positive attitude when dealing with end-users and stakeholders. Knowledge Sharing: Contribute to the development and maintenance of the internal knowledge base by documenting known issues and solutions in Confluence pages. Technical Skills: ServiceNow and JIRA AWS (ECS, Cloudwatch, Lambda , DynamoDB , Route53 , SQS , SNS , S3 bucket) Cloudflare & Basic web security Confluence Monitoring Tools: Dynatrace, Quantum matrics Sitecore Github DNS knowledge Serverless microServices based application knowledge Windows server knowledge Soft Skills: Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organizational skills and attention to detail. Customer-oriented mindset with a focus on providing exceptional service. Additional Information: Work Hours: UK shift Being part of the afterhours support ROTA Job Title: L2 Support Engineer Location: India Job Type: Full-time Department: IT/Technical Support Job Summary: We are seeking a skilled and motivated L2 Support Engineer to join our IT team. The ideal candidate will have strong technical expertise, excellent problem-solving skills, and the ability to work independently as well as part of a team. The L2 Support Engineer will be responsible for providing second-level support for various IT issues, ensuring timely resolution of incidents, and maintaining high levels of customer satisfaction. Incident Management: Respond to and resolve incidents and service requests in a timely manner, ensuring adherence to SLAs. Technical Support: Provide second-level support for software and network issues, escalating complex problems to L3 support or relevant teams when necessary. Troubleshooting: Diagnose and troubleshoot technical issues, to identify root causes and implement effective solutions. Documentation: a.) Maintain detailed documentation of incidents, service requests, and resolutions in the ticketing system. b.) Confluence page creation for different applications : Work closely with L1 support, L3 support, and other IT teams to coordinate efforts and ensure seamless service delivery. Monitoring: Monitor system performance and network health, proactively identifying potential issues and addressing them before they impact users. Customer Service: Provide excellent customer service, maintaining a professional and positive attitude when dealing with end-users and stakeholders. Knowledge Sharing: Contribute to the development and maintenance of the internal knowledge base by documenting known issues and solutions in Confluence pages. Technical Skills: ServiceNow and JIRA AWS (ECS, Cloudwatch, Lambda , DynamoDB , Route53 , SQS , SNS , S3 bucket) Cloudflare & Basic web security Confluence Monitoring Tools: Dynatrace, Quantum matrics Sitecore Github DNS knowledge Serverless microServices based application knowledge Windows server knowledge Soft Skills: Strong analytical and problem-solving abilities. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organizational skills and attention to detail. Customer-oriented mindset with a focus on providing exceptional service. Additional Information: Work Hours: UK shift Being part of the afterhours support ROTA