2LS - Second Level Support Specialist

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If you are a 2LS Second Level Support Specialist Position looking for excitement challenge and stability in your work then you would be glad to come across this page.

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Role : 2LS Second Level Support Specialist

Location : Hyderabad

Exp : 03 Years

Requirements

We are seeking a skilled and proactive Second Level Support Specialist to meet the growing demand for operational support in our organization. The ideal candidate will possess strong communication skills technical expertise and a deep understanding of ITIL best practices. You will play a critical role in ensuring the smooth functioning of BAU (BusinessasUsual) operations managing incidents and driving process improvements.

Role Requirements :

Operational Support Expertise : Proven ability to assist with the increasing demand for secondlevel support across various functions.

Communication Skills : Strong verbal and written communication skills to effectively manage BAU activities and interact with stakeholders.

Technical Proficiency :

Proficient in MS Office applications.

Familiarity with ITIL concepts and best practices for service management.

Handson experience with ServiceNow or similar service management tools.

Key Responsibilities :

Operational Support :

Manage daily BAU operations ensuring highquality service delivery.

Handle queue and request management to meet SLAs and reduce backlog.

Issue Investigation and Resolution :

Investigate and resolve complex technical and operational issues.

Apply discovered solutions effectively and document for future reference.

Knowledge Base Management :

Create update and maintain a robust knowledge base.

Ensure alignment with organizational guidelines and operational standards.

Incident and Problem Management :

Follow the Incident Priority Matrix to address and resolve incidents efficiently.

Conduct root cause analysis and deepdive reviews of incident and problem data.

Continual Service Improvement (CSI) :

Identify develop and implement CSI initiatives to improve processes and tools.

Suggest and execute quickwin enhancements to optimize workflows and governance.

Stakeholder Engagement :

Build and strengthen relationships with internal and external stakeholders.

Collaborate with key stakeholders to enhance communication and support functions.

Risk Awareness and Management :

Understand and mitigate potential risks associated with support tasks.

Follow organizational guidelines to ensure operational security and compliance.

ProductBased Support :

Leverage prior experience to address productspecific support challenges.

Ensure effective resolution of escalated productrelated issues.

Qualifications :

Bachelor s degree in IT Computer Science or related field (or equivalent work experience).

Minimum 23 years of experience in a secondlevel support role.

Certification in ITIL (preferred).

Proficiency in ServiceNow or similar service management platforms.

Strong analytical and problemsolving skills with a detailoriented approach.

Benefits

Visit us at . Alignity Solutions is an Equal Opportunity Employer M / F / V / D.

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Education

Bachelor s / Master s Degree or equivalent

Key Skills

Children Activity,Access Control,Human Resources Administration,Government,Actuary,Hydraulics

Employment Type : Full Time

Experience : years

Vacancy : 1