Support Analyst L2

As an Incident Resolution Analyst at our company, your role involves resolving incoming issues with the expected technical capability and understanding the impact of incidents on the client. You must respond appropriately and exhibit a sense of urgency in your actions. Key Responsibilities: - Regularly review incidents logged, highlighting trends & recurring issues to 3rd line Problem. - Recommend changes to resolve recurring issues. - Review assignment of incidents by Incident Analysts and suggest improvements in how calls are assigned. - Use technical understanding to question and clarify incidents raised by clients before assigning them (incident triage). - Ensure all calls logged are clearly written for easy understanding by any team member. - Take day-to-day responsibility for assigning incidents through the incident management system. - Execute against agreed processes for implementing fixes/changes. - Provide regular client and internal communication on assigned activity and incidents, ensuring clear status updates and highlighting any delivery issues to Team Leader/Support Manager. - Escalate to Team Leader/Support Manager in cases of resource conflicts or when SLA's are at risk of not being met. Qualifications Required: - Experience with Oracle or Microsoft SQL server database; Certification preferred but not mandatory. - Proficiency in Windows batch scripting. - Experience in helpdesk, incident, and problem management as L2 support. - Exposure to client interaction. - Excellent communication skills, both verbal and written, are a must. Desirable Skills and Experience: - Good understanding of Building tools like Maven, Gradle, etc. - Thorough knowledge of the ITIL framework and processes; ITIL certification preferred. - Working knowledge/experience with Linux is preferred but not mandatory. - Ability to share ideas with the team, self-confidence, and a solution-oriented personality. - Quick learner with a keen interest in acquiring new skills. - Reliable and accountable individual capable of managing client interactions. In addition, this role involves working on a rotational shift basis to ensure 24/7 coverage and meet the business needs. Your personal attributes should include a desire to go above and beyond to resolve customer issues within SLAs, working in a fast-paced environment, empathy in communication, multitasking ability, working under pressure, positive attitude, teamwork, efficiency, and proactiveness.,