Meaningful work,
meaningful life

• Advanced Troubleshooting:

Diagnose and resolve complex software and system issues escalated from L1 support, requiring deeper technical expertise.

• Incident & Problem Management:

Take ownership of incidents from investigation to resolution, including performing root cause analysis to prevent recurrence.

• Application Monitoring & Performance:

Proactively monitor applications, analyze performance data, and identify opportunities to improve efficiency and reduce error rates.

• Collaboration & Escalation:

Work closely with L1 support to guide them, and escalate issues to L4 (development/specialist) teams when necessary for code changes or deeper solutions.

• Documentation:

Maintain detailed documentation of troubleshooting steps, solutions, and workarounds within the ticketing system for knowledge sharing and future reference.

• System Configuration & Maintenance:

Implement workarounds, apply patches, and make configuration changes to meet customer requirements or resolve issues.

• Communication:

Effectively communicate with users, other IT teams, and third-party providers to understand issues and provide updates on resolutions.

• Process Improvement:

Contribute ideas and drive initiatives to improve overall product and process quality, aiming to reduce customer escalations proactively.

Required Skills & Qualifications

• Technical Skills:

• Deep understanding of software, systems, and application troubleshooting.

• Proficiency with ticketing systems like Jira.

• Experience with application monitoring tools

• Knowledge of operating systems (Windows/Linux).

• Familiarity with database technologies like SQL, Postgres, and DynamoDB.

• Understanding of ITIL processes for service operations.