
Level 2/3 Technical Service Management Specialist
4 days ago
We are seeking an experienced technical service management expert to provide level 2 and 3 support for mission-critical banking environments.
Key Responsibilities:
- Provide L2/L3-level technical support in a mission-critical environment
- Ensure compliance with relevant regulations and standards
- Operate under ITIL processes (Incident/Change/Problem/Knowledge)
- Troubleshoot incidents, manage approved changes, and participate in DR/BCP drills
- Conduct root cause analysis for recurring issues and implement permanent fixes
- Tune configurations and schedule jobs to optimize performance and reliability
- Coordinate vendor TAC cases, firmware/patch planning, and validate post-change health
- Strong documentation, runbook hygiene, and clear communication with stakeholders
- Ownership mindset with readiness for 24x7 support and on-call rotation
Requirements:
- 3+ years of experience in technical service management (L2), 8+ years (L3)
- Expertise in ServiceNow/BMC
- Excellent problem-solving and analytical skills
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