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About the role
Key Responsibilities: Handle and resolve technical issues escalated from L2 support efficiently.Ensure timely and effective action based on ticket priority and severity.Maximize issue resolution without involving L4/R&D wherever possible.Adhere to SLAs for all reported issues.Follow ticketing SOPs and generate tickets with complete technical details for R&D.Follow internal escalation matrices based on severity and resolution timelines.Maintain accurate documentation for site-specific technical details and new product lines/features.Support CSMs in developing a technically competent support team.Create and monitor software and hardware component-wise reliability metrics for installations.Develop frameworks to predict potential failures and implement preventive measures. Key Responsibilities: Handle and resolve technical issues escalated from L2 support efficiently.Ensure timely and effective action based on ticket priority and severity.Maximize issue resolution without involving L4/R&D wherever possible.Adhere to SLAs for all reported issues.Follow ticketing SOPs and generate tickets with complete technical details for R&D.Follow internal escalation matrices based on severity and resolution timelines.Maintain accurate documentation for site-specific technical details and new product lines/features.Support CSMs in developing a technically competent support team.Create and monitor software and hardware component-wise reliability metrics for installations.Develop frameworks to predict potential failures and implement preventive measures.
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