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Senior Level 2 Support Specialist

Senior Level 2 Support Specialist

Kantar Imrb

3 - 6 years

5 - 8 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

ticketing process improvement analytical social media incident management html it operations microsoft continuous improvement technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

The domain s pecialist diagnose s and resolve s complex issues, collaborating with Level 1 support and cross-functional teams. They apply deep expertise in their domain to ensure the stability and optimal performance of critical systems and applications. Responsibilities include troubleshooting, escalating and managing incidents, and contributing to knowledge sharing. The role is crucial for resolving intricate technical problems, enhancing domain-specific knowledge, and delivering exceptional support, ultimately maintaining a high standard of reliability and performance within Kantar Profiles Technology.

Key Responsibilities

Advanced Technical Support: Provide expert-level technical support within a specific domain or technology area, serving as the go-to for complex issues.

Issue Diagnosis: Diagnose and troubleshoot escalated technical problems, identifying root causes and solutions efficiently.

Escalation Management: Act as a point of escalation for Level 1 support and collaborate with them to resolve complex issues.

Incident Management: Manage and prioritize incidents, ensuring timely resolution and adherence to service level agreements (SLAs).

Domain Expertise: Maintain in-depth knowledge of the domain or technology area, staying updated with the latest developments and best practices.

Cross-Functional Collaboration: Collaborate with developers, engineers, and other cross-functional teams to resolve issues and enhance system performance.

Knowledge Sharing: Contribute to knowledge bases, documentation, and training materials to empower Level 1 support and the broader organization.

systems and applications within the domain, proactively potential issues and taking preventive actions. Continuous Improvement: Identify opportunities for process improvement and suggest enhancements to prevent recurring incidents.

Customer and User Interaction: Interact with end-users and customers, providing clear and effective communication throughout the support process.

Documentation: Maintain comprehensive records of incidents, troubleshooting steps, and resolutions for future reference.

Adherence to Policies: Ensure compliance with company policies, security standards, and best practices within the domain.

Knowledge Transfer: Share domain-specific knowledge and insights with team members and Level 1 support.

Training: Stay updated with relevant certifications and training to enhance expertise within the domain.

Risk Assessment: Assess and communicate potential risks and vulnerabilities within the domain to relevant stakeholders.

Knowledge, Skills & Experience Relevant certifications in the specific domain or technology area xperience in technical support or IT operations in the specific domain or technology area. and troubleshooting skills within the specialized domain or technology. Familiarity with relevant tools, software, and systems. Knowledge of incident management and ticketing systems. Strong problem-solving and analytical abilities for diagnosing complex issues.

Effective communication and interpersonal skills for collaborating with cross-functional teams and customers.

Adaptability to handle evolving technical challenges and domain-specific changes. Detail-oriented with a commitment to high-quality support.

In-depth knowledge and understanding of the specific domain or technology area.

Ability to stay updated with emerging trends and best practices within the domain.

Customer-centric mindset, with a commitment to providing exceptional support and user experiences.

Ability to manage and de-escalate complex technical issues efficiently. Strong documentation skills for records of incidents, solutions, and knowledge sharing.

A commitment to staying updated with relevant certifications, training, and industry developments.

Understanding of compliance requirements and adherence to organi

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Senior Level 2 Support Specialist