Description

You will own L2/L3 support resolution for ETG Products, including Technology Workflows, AIX, and DevX.

This role is on-site.

Responsibilities

• Resolve L2/L3 support issues for all ETG Products and track performance metrics using ETG and DT Ops dashboards to meet SLA targets.
• Communicate product support needs and goals with DT and ServiceNow teams, collaborating with engineering to understand new feature releases before production deployment.
• Gather and relay customer feedback and recurring issues to product teams for enhancement.
• Provide analytics on metrics, recurring issues, and feature prioritization to drive continuous improvement in operational efficiency.

Required Skills

• 6-10 years total experience in software or platform development.
• 4+ years hands-on experience with ServiceNow, including JavaScript.
• Deep knowledge of ITSM, ITOM, and ITAM modules.
• CSA and CAD Certifications.
• Experience with Virtual Agent, AI Search, and Generative AI.

Preferred Skills

• Experience supporting AIX and Technology Workflows.
• Background in DevX environments.

Referral Bonus: ₹50,000

Key Skills

Education

Any Graduate