Support Analyst L2

Key Responsibilities:

• Regularly review incidents logged, highlighting trends & recurring issues to 3rd line Problem.
• Recommend changes to resolve recurring issues.
• Review assignment of incidents by Incident Analysts and suggest improvements in how calls are assigned.
• Use technical understanding to question and clarify incidents raised by clients before assigning them (incident triage).
• Ensure all calls logged are clearly written for easy understanding by any team member.
• Take day-to-day responsibility for assigning incidents through the incident management system.
• Execute against agreed processes for implementing fixes/changes.
• Provide regular client and internal communication on assigned activity and incidents, ensuring clear status updates and highlighting any delivery issues to Team Leader/Support Manager.
• Escalate to Team Leader/Support Manager in cases of resource conflicts or when SLA's are at risk of not being met.

Qualifications Required:

• Experience with Oracle or Microsoft SQL server database; Certification preferred but not mandatory.
• Proficiency in Windows batch scripting.
• Experience in helpdesk, incident, and problem management as L2 support.
• Exposure to client interaction.
• Excellent communication skills, both verbal and written, are a must.

Desirable Skills and Experience:

• Good understanding of Building tools like Maven, Gradle, etc.
• Thorough knowledge of the ITIL framework and processes; ITIL certification preferred.
• Working knowledge/experience with Linux is preferred but not mandatory.
• Ability to share ideas with the team, self-confidence, and a solution-oriented personality.
• Quick learner with a keen interest in acquiring new skills.
• Reliable and accountable individual capable of managing client interactions.

In addition, this role involves working on a rotational shift basis to ensure 24/7 coverage and meet the business needs. Your personal attributes should include a desire to go above and beyond to resolve customer issues within SLAs, working in a fast-paced environment, empathy in communication, multitasking ability, working under pressure, positive attitude, teamwork, efficiency, and proactiveness.,