Application Service Management

Job Description

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 Maintain detailed documentation of incidents, service requests, and resolutions in the ticketing system. 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 Show more Show less