Description

Provide expert-level troubleshooting and resolution for complex technical issues in an on-site environment.

This role is on-site.

Responsibilities

• Deliver Level 1 and Level 2 support for applications and systems, resolving incident tickets, change requests, and service requests within defined SLAs.
• Monitor system performance to proactively identify potential issues and implement preventive measures.
• Perform root cause analysis to eliminate recurring problems and collaborate with development and infrastructure teams for effective issue resolution.
• Manage client escalations, participate in client meetings, and provide timely updates to stakeholders and end-users.
• Support application deployment activities, patching, and upgrades while identifying manual activities for process improvement and automation.

Required Skills

• 5+ years of experience in production support or technical troubleshooting.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Ability to respond and resolve complex technical issues under pressure.
• Experience participating in on-call rotations and providing after-hours support as needed.
• Proven ability to create and maintain knowledge base documentation and support materials.
• Effective communication skills for managing client expectations and stakeholder updates.

Preferred Skills

• Experience with automation tools to streamline manual support activities.
• Background in application deployment and infrastructure management.

Referral Bonus: ₹50,000

Key Skills

Education

Any Gradute