Overall Summary:We are seeking a skilled and experienced L2 Support Engineer to join our team. The ideal candidate will have a strong background in production support, particularly in incident management, service requests, and problem management. This role involves working closely with stakeholders to ensure the smooth operation of services and systems.
Responsibilities:- Manage incident, service request, change, and problem management processes including ticket triage, prioritization, analysis, investigation, and resolution.
- Create and maintain knowledge articles and a known error database to facilitate knowledge sharing and improve incident resolution efficiency.
- Work on system improvement plans to enhance overall service quality and reliability.
- Provide support and guidance to L0/L1 support teams as needed.
- Monitor alerts and system performance to proactively address potential issues.
- Coordinate with various stakeholders to ensure effective communication and resolution of support issues.
- Support audit artifacts related to compliance requirements (e.g., PCI DSS, EY, KPMG).
- Assist in implementation and PIV (Post Implementation Verification) processes.
- Execute disaster recovery (DR) plans as required.
Software Requirements:- Proficiency in IT Service Management (ITSM) practices and tools.
- Experience with ITIL framework and processes.
- Familiarity with Jira or other ITSM tools for ticket management.
- Strong command of Linux commands and MS SQL for querying databases.
- Experience in the Card and Payments domain is a plus.
Category-wise Technical Skills:Incident Management: Extensive knowledge in incident, service request, change, and problem management processes.
Technical Skills:
- Proficient in Linux command line and MS SQL queries.
- Experience with ITSM tools like Jira for ticketing and tracking.
Service Management: Knowledge of ITIL Foundation practices and principles.
Experience:- Bachelor’s degree in Science, Engineering, or a related field.
- A minimum of 4 years of experience in production support, with at least 2 years in L2 support roles.
- Proven track record in service management and incident resolution.
Day-to-Day Activities:- Triage and resolve incoming support tickets related to incidents and service requests.
- Collaborate with L0/L1 teams to provide necessary guidance and support.
- Monitor system performance and respond to alerts proactively.
- Document and update knowledge articles and known error databases.
- Coordinate with stakeholders to ensure smooth operations and timely communication.
- Assist with audits and compliance requirements as necessary.
Qualifications:- Bachelor’s degree in Science, Engineering, or a related field.
- ITIL Foundation certification is required.
Soft Skills:- Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
- Strong interpersonal skills and proven ability to build relationships with stakeholders at all levels.
- Ability to work effectively in a corporate environment, managing multiple projects and priorities.
- Strong analytical and problem-solving skills, with a focus on service improvement.
SYNECHRON’S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
Candidate Application Notice
