Incident Management Support L2

Job Summary

The L2 Application Managed Support professional is responsible for providing functional support, incident resolution, and service operations management. The role involves handling Level 2 tickets, troubleshooting issues, ensuring service continuity, and coordinating with stakeholders to maintain high service standards.

Key Responsibilities

• Handle Level 2 tickets including Incident, Problem, Change, and Service Requests. 
• Perform functional troubleshooting and provide resolutions. 
• Manage Priority 1 incidents and ensure timely resolution. 
• Act as the single point of contact for service-related issues. 
• Coordinate with internal teams and external vendors for deployments, upgrades, and implementations. 
• Provide functional consultation and user training. 
• Perform data corrections using SQL scripts. 
• Ensure adherence to processes and drive continuous improvements.

Required Skills & Experience

• Minimum 5 years of experience in Service Operations. 
• Strong understanding of IT service management processes. 
• Experience in handling incident and problem management. 
• Good knowledge of SQL for data correction. 
• Strong communication (written and verbal) skills. 
• Logical and process-oriented mindset. 
• Experience with tools like BMC Remedy. 
• ITIL Foundation certification (mandatory).

Preferred Qualifications

• Knowledge of data warehousing, business intelligence, and ETL concepts. 
• Understanding of project management practices. 
• ITIL Service Operations certification.

Other Requirements

• Ability to handle high-pressure situations. 
• Quick learning ability and adaptability. 
• Strong stakeholder coordination skills.