Support Engineer

Job Title: L2 Support Engineer – Unix Implementation & Maintenance

Experience Required: 10+ Years

Location: Pune

Shift Timing: 9 AM to 6 PM

About the Role

A short paragraph summarizing the key role responsibilities.

Responsibilities

• Support & Operations
• Provide L2 technical support across Unix/Linux platforms and CI/CD tools.
• Handle incident resolution, change management, and problem management under ITIL guidelines.
• Monitor and resolve issues within SLA timelines, maintain logs and documentation.
• Use internal knowledge bases and update FAQs for self-service resources.
• CI/CD & DevOps
• Support and maintain CI/CD pipelines, primarily using Git, Git Bash, and Bitbucket.
• Assist in pipeline automation, troubleshooting integration/deployment issues.
• Work with Jenkins for job execution, monitoring, and scripting (if applicable).
• Client & Stakeholder Communication
• Manage incoming tickets and queries through calls and emails in a courteous, professional manner.
• Provide step-by-step technical guidance to end-users.
• Maintain high levels of customer satisfaction through effective communication and timely issue resolution.
• Documentation & Quality
• Log all cases, resolutions, and escalations accurately.
• Analyze recurring issues to suggest improvements and reduce ticket volumes.
• Follow and improve standard operating procedures (SOPs).

Performance Metrics

• Category KPI Metrics
• Process: Case resolution rate, SLA adherence, QA compliance, Pulse score, feedback
• Self-Management: Productivity, absenteeism, training hours, technical certifications

Training & Continuous Learning

• Participate in product and process training as per client and organizational needs.
• Collaborate with team leads for capability building and upskilling.
• Proactively contribute to internal knowledge sharing and process improvement.

Required Skills

• Unix/Linux System Administration (Implementation & Maintenance)
• CI/CD Pipeline Support (Git, Bitbucket, Git Bash)
• Unix Shell Scripting
• SQL Queries & Troubleshooting
• ITSM / Change Management (ITIL Framework)
• L2 Support Experience

Preferred Skills

• Jenkins (Pipeline Management, Job Configuration)
• Automation Tools / Scripting