Source description
About the role
Incident Management & Troubleshooting: Handle complex technical issues and escalations Support L1 teams and ensure smooth escalations Investigate recurring problems and apply permanent fixes Team Leadership & Mentoring: Lead and mentor support team members Conduct training to boost troubleshooting skills Ensure SLA compliance and track team performance Collaboration & Stakeholder Engagement: Coordinate with development, infra, and business teams Guide L1 teams and manage handover to L3 Communicate updates and resolutions to stakeholders Process Improvement & Automation: Identify and improve support processes Recommend and deploy automation tools Maintain documentation of issues and solutions Monitoring & Reporting: Monitor incident trends and prevent repeat issues Report on team performance and key metrics Ensure ITIL compliance and policy adherence
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