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Application Service Management Application Service Management

Application Service Management Application Service Management

Zensar

3 - 6 years

6 - 10 Lacs

Pune

Posted:1 month ago| Platform:

Apply

Skills Required

Service management Ticketing Analytical DNS Incident management Customer service Windows Troubleshooting JIRA Technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

Key Responsibilities:

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

Collaboration:

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

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Zensar

Information Technology and Services

Mumbai

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Personal Settings

Application Service Management Application Service Management

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Summary:

Key Responsibilities:

Incident Management:

Technical Support:

Troubleshooting:

Documentation:

Collaboration:

Monitoring:

Customer Service:

Knowledge Sharing:

Technical Skills:

Soft Skills:

Additional Information:

More Jobs at Zensar