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The Hird | Information Technology Application Support | gurugram
1 month ago
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
