Description

You will provide 2nd line technical support for application and infrastructure services in a 24/7 shift-based environment.

Responsibilities

• Provide 2nd line support directly to external clients and coordinate communication between customers and 3rd level support teams.
• Investigate, analyze, and resolve incidents within defined SLAs.
• Monitor hosting platforms, applications, and support mailboxes to trigger necessary actions.
• Triage, prioritize, and troubleshoot customer application issues using web development and programming knowledge.
• Maintain the support knowledge base by documenting new issues and procedures.
• Execute operational checklists and mitigation procedures to safeguard service levels.

Required Skills

• 3-5 years of experience in Level-2 technical support for applications and infrastructure.
• Proficiency with Windows, Linux, and MAC OS.
• Experience with Web Applications and Cloud Computing.
• Ability to use scripting languages including PowerShell and Bash.
• Hands-on experience with Incident Management and monitoring tools.
• Knowledge of basic networking and communication protocols.
• Proven technical troubleshooting and client coordination skills.
• Ability to work a 24/7 shift-based roster from the Mumbai office.

Preferred Skills

• Experience improving operational ways of working and platform monitoring efficiency.

Key Skills

Education

Any Graduate