Description

Own IT service delivery and L2/L3 support leadership for complex end-user issues.

This role is on-site.

Responsibilities

• Ensure IT service delivery meets agreed service levels for incident and request handling.
• Own L3 escalations and coordinate resolution for complex end-user issues.
• Drive effective triage, prioritization, and resolution workflows for service desk tickets.
• Lead and support L2/L3 support activities to improve first-time resolution and reduce repeat issues.
• Maintain accurate ticket documentation and ensure timely communication to stakeholders.

Required Skills

• 7 - 9 years of experience in IT service desk / IT support operations.
• IT service delivery ownership and service desk operations experience.
• Experience handling L3 escalations and complex end-user support cases.
• Strong understanding of service desk ticket lifecycle and service performance expectations.
• Ability to coordinate cross-team resolution and ensure closure within SLA targets.
• Experience leading L2/L3 support workflows and escalations.

Preferred Skills

• L2/L3 support leadership experience.

Referral Bonus: ₹50,000

Key Skills

Education

Any Graduate