Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related
Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs
Perform root cause analysis and contribute to long-term problem resolution
Monitor system performance and proactively identify operational risks and improvement opportunities
Lead L2 support activities and act as an escalation point for complex incidents
Coach, mentor, and guide other L2 support analysts in incident management, problem management, best

🎯 Requirements

Engineering Degree in Computer Science/MCA or any other Bachelor’s degree with the relevant
Experience providing L2/L3 application or data support in enterprise environments
Strong understanding of ITIL 4 processes and best practices
ITIL 4 Certification required
Experience supporting Power BI reporting solutions
Ability to execute and understand SQL queries as an end user

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