L2 Support Engineer - ITSM & Incident Management

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 :

Category-wise Technical Skills :

Incident Management : Extensive knowledge in incident, service request, change, and problem management processes.

Technical Skills :

Service Management : Knowledge of ITIL Foundation practices and principles.

Experience :

Day-to-Day Activities :

Qualifications :

Soft Skills :

SYNECHRONS 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 applicants gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Candidate Application Notice

Locations - Bengaluru - AMR-2