Technical Support Analyst Lotus Notes (L1 or L2)

Role & responsibilities

Required Skills & Qualifications:
• 3+ years of experience supporting Lotus Notes applications in an enterprise or AMS environment.• Strong understanding of Lotus Notes Client, Domino Server, and Notes databases (NSF).• Basic scripting knowledge LotusScript, Formula Language, or Java agents is a plus.• Familiarity with ITIL processes (Incident, Problem, Change Management).• Experience working in ticketing tools (e.g., ServiceNow, JIRA, BMC Remedy).• Strong communication and interpersonal skills to work with end users and technical teams.• Ability to document processes, create user manuals, and contribute to knowledge base.• Willingness to work in shifts, including on-call rotation, if required.________________________________________Preferred Qualifications:• IBM Certified Associate or Developer in Notes/Domino (preferred but not mandatory).• Experience in Lotus Notes to Microsoft 365/Outlook migration projects (added advantage).• Exposure to integration of Lotus Notes with external systems via connectors or APIs.________________________________________Work Environment and Shift:• Global support coverage model candidate must be open to rotational shifts or overlapping with international business hours depending on client geography.• Hybrid or remote working possible based on client policy.________________________________________Key Performance Indicators (KPIs):• SLA adherence for ticket resolution (L1/L2).• User satisfaction score (CSAT).• First contact resolution rate (FCR).• Escalation rate and quality of handoff to L3.• Incident and problem documentation quality.

Preferred candidate profile