▷ (Apply in 3 Minutes) Support Engineer

15 hours ago


Delhi, India People Prime Worldwide Full time

Job Title: L2 Support Engineer – Unix Implementation & Maintenance
Experience Required: 10+ Years
Location: Pune
Shift Timing: 9 AM to 6 PM

About the Role

A short paragraph summarizing the key role responsibilities.

Responsibilities

Support & Operations
Provide L2 technical support across Unix/Linux platforms and CI/CD tools.
Handle incident resolution, change management, and problem management under ITIL guidelines.
Monitor and resolve issues within SLA timelines, maintain logs and documentation.
Use internal knowledge bases and update FAQs for self-service resources.
CI/CD & DevOps
Support and maintain CI/CD pipelines, primarily using Git, Git Bash, and Bitbucket.
Assist in pipeline automation, troubleshooting integration/deployment issues.
Work with Jenkins for job execution, monitoring, and scripting (if applicable).
Client & Stakeholder Communication
Manage incoming tickets and queries through calls and emails in a courteous, professional manner.
Provide step-by-step technical guidance to end-users.
Maintain high levels of customer satisfaction through effective communication and timely issue resolution.
Documentation & Quality
Log all cases, resolutions, and escalations accurately.
Analyze recurring issues to suggest improvements and reduce ticket volumes.
Follow and improve standard operating procedures (SOPs).

Performance Metrics

Category KPI Metrics
Process: Case resolution rate, SLA adherence, QA compliance, Pulse score, feedback
Self-Management: Productivity, absenteeism, training hours, technical certifications

Training & Continuous Learning

Participate in product and process training as per client and organizational needs.
Collaborate with team leads for capability building and upskilling.
Proactively contribute to internal knowledge sharing and process improvement.

Required Skills

Unix/Linux System Administration (Implementation & Maintenance)
CI/CD Pipeline Support (Git, Bitbucket, Git Bash)
Unix Shell Scripting
SQL Queries & Troubleshooting
ITSM / Change Management (ITIL Framework)
L2 Support Experience

Preferred Skills

Jenkins (Pipeline Management, Job Configuration)
Automation Tools / Scripting



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