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Information Technology Application Support

1 month ago


Gurugram, India The Hird Full time

Position Name: L2 Support Analyst

Experience: 2 to 5 years

Location: Gurugram

Looking for Immediate Joiners


Responsibilities

• Responsible for handling Level 1 and Level 2 analysis, trouble shooting and

resolution.

• Responsible for handling product queries.

• Handling all the communication related to support queries.

• Coordinating the issues internally and with outsourced partners, service providers

and onsite teams.

• Responsible for maintaining and making available up-to-date contact information,

supported product lists, technical information regarding products, troubleshooting

information, all known fault handling information and other information of general use.

• Participate or organize Technical Call Bridge to address technical diagnostics &

collaboration with business and partners.

• Maintain all the connectivity and account details from a support perspective to

provide efficient support.

• Ensuring SLAs to better level than customer contract.

• To execute tasks allocated by the reporting manager in a timely manner

• Coordination with Business/partner SPOC for all technical aspects

• Multitask and handle various tasks based on priority

• Coordination with L3 team(Vendor/partners)

• Incident management, reporting, RCA preparation

Job Requirements:

• Strong understanding of application support, API configuration, API Gateways over

Cloud, production support, corporate function processes.

• Proficiency in using any ticketing platform for incident management and knowledge

base maintenance.

You will be providing support for the mentioned languages: Python, Java, .NET, C++ Etc.



Education


UG: B.Tech/B.E. in Any Specialization

PG: Post Graduation Not mandatory