L2 Support Engineer
L2 Support Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Level A Level 3 6 Yrs Experience)
Location Pune and Coimbatore (Candidates only from the respective locations)
Notice Period Immediate to 10 Days Notice.
No of Open Positions 30 Nos
Round of Discussion 2 Rounds
Associate:
Mandatory Skills:
- ITIL skills and scripting knowledge
- Ready to work in 24 X 7 shift support work
Purpose of the Role:
. Responsible for Technology problem management knowledge management escalated support L2 incident mgmt change management and technology operations performance of the team members
Areas of Responsibilities:
Business/Customer:
. Perform SOP activities with business impact understanding of customer environment and contribute to improve SOPs . Adherence to customer security and compliance requirements . Implementation of approved change requests in line with customer change management process . Responsible for incident life cycle following ITIL / BIC frame work as applicable . Adherence to customer communication etiquette . Ensure stated productivity requirements are met for the engagement
Project/Process:
. Review CSAT feedback and ensure timely implementation of corrective actions . Participate in Critsit process to resolve the incident in a timely manner . Log and triage incidents . Coordinate with resolver groups vendors/carriers . Troubleshoot the escalated incident / problem and refer / escalate (functional and hierarchical) to the right groups (Vendors / Level 3 . Provide inputs to FAQ database / KR / contribute towards updating knowledge articles . Contribution to continuous service improvement plans (CSI) . Responsible to develop induction documents in consultation with relevant stakeholders for the project and ensure successful completion of induction process for new joiners. Effective floor Management
Team/People:
. Continually assess skill level and provide intervention assistance . Contribute to and participate proactively in knowledge sharing sessions . Encourage team individuals to participate in organization innovation programs . Act as a buddy for new hires . Makes recommendations on R&R for team / individual achievement . Makes recommendations to team lead on teams performance rating
Organization:
. Ensure team contributes and participates in all organizational technology events and knowledge sharing forums. Adherence to Organizational policies and processes (including Cognizants security policies LP timelines etc.. Participate in recruitment drives
Employment Type
Full Time
