Senior L1/L2 Support Specialist

You are a highly skilled Senior Operations Specialist with 6-8 years of experience, responsible for providing L1/L2 support and business support for the operations team. Your main responsibilities include: - Providing L1/L2 support for business users and technical teams. - Working closely with internal stakeholders to resolve business and operational challenges. - Analyzing system performance, identifying bottlenecks, and recommending improvements. - Responding to incidents, service requests, and technical queries efficiently. - Coordinating with product vendors and IT teams to escalate and resolve complex issues. - Maintaining proper documentation of issues, resolutions, and troubleshooting processes. - Conducting training and knowledge-sharing sessions as needed. - Ensuring adherence to SLAs and compliance standards. To excel in this role, you must have: - 7-10 years of experience in operations support, L1/L2 support, or business support roles. - Strong analytical and problem-solving skills. - Ability to troubleshoot and resolve application and business process issues. - Excellent communication and interpersonal skills. - Ability to work independently and within a team in a fast-paced, night-shift environment. - Strong documentation skills and experience with ticketing tools such as ServiceNow, JIRA, etc.,