L2 Support

Position Title: L2 Support

Location: Hyderabad

Work shift Timings (IST): 1:00 PM to 10:00 PM / 2:00 PM to 11:00 PM

Work you'll do

· Help support the increased demand for the second level support into the organization.

· Complete deep dive data analysis of incident and problem data to support the enhancement of support functions.

· Identify and implement quick win enhancements to support process, tools, governance, and reporting based on data analysis and observation.

· Contribute to the strategic solution for full stack support, where full stack support is the provisioning of support via Self Service, Service Desk, Second, third and fourth level support.

· Engage with key stakeholders, build new relationships, and improve existing ones.

Responsibilities

· BAU Infrastructure Support

· Incident and Problem Data Analysis

· Problem Solving and Solution Finding

· Support improvement, implementation, and support

· Effectively work in diverse teams within an inclusive team culture where people are recognized for their contribution

· Work with key stakeholders to improve delivery of end user experience, and shift left processes where possible

· Embrace a positive change mindset, looking for solutions rather than just presenting problems

Qualifications

· Bachelor of Engineering / Bachelor of Technology / Graduate

· 3+ years experience in a similar role and Enterprise organization

Essential

· Queue and request management

· Good communication to perform BAU work

· Ability to investigate complex issues and comprehend and apply the found solutions at work

· Knowledge Base management

· Understands potential risks and guidelines

· Efficient in using Office suite

· Experience on product-based support

· Working knowledge of ServiceNow

· Understanding of the CSI process

· Good understanding of incident priority matrix and best practices

Desirable

· ITIL V3/V4 certification

· Knowledge of Service-Now dashboards and reporting

· Hands-on experience on Active Directory, Microsoft Identity Manager

· Experience in data visualization, Office365 Apps