Graduate Trainee (L2)

PMC Commerce; Vadodara; On-site; INR 360,000 - 600,000; Full time

Job summary

PMC Commerce in Vadodara, India invites an IT professional to resolve incidents promptly, perform incident triage, and coordinate with 3rd line teams to minimize client impact. You will document issues clearly, update progress, and communicate status and risks to the Team Leader, ensuring consistent service delivery in a 24/7 rotation.

Candidates should have experience with Oracle or SQL Server databases, Windows batch scripting, and ITIL knowledge.

Qualifications

• Experience on Oracle or Microsoft SQL Server databases.
• Experience in Windows batch scripting.
• Experience on helpdesk, incident and problem management as L2 support.
• Client interaction exposure.
• Must be able to converse well in English, both verbally and in writing.

Responsibilities

• Triage incidents and assign them in the incident management system.
• Review incidents for trends and propose fixes with the 3rd line.
• Escalate resource conflicts or SLA risks to Team Leader/Support Manager.
• Provide regular client and internal updates on incident status.
• Communicate clearly to ensure understanding across teams.
• Understand and execute approved change processes.
• Ensure clear logging of calls for team understanding.
• Support 24/7 rotation coverage.

Skills

SQL Server

Batch scripting

Incident management

Client interaction

English communication

ITIL knowledge

Tools

Maven

Gradle

Linux

Job description

Summary of the position:

The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities

• Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
• Recommends changes to resolve recurring issues.
• Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
• Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
• Ensures all calls logged are clearly written so that any team member can understand the issue.
• Takes day to day responsibility for assigning incidents through the incident management system.
• Understands and executes against agreed processes for implementing fixes/changes.
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Skills and Experience | Essential:

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
• Experience in windows batch scripting
• Experience on helpdesk, incident and problem management as L2 support
• Client interaction exposure
• Must be able to converse well in English, both verbally and in writing.

Skills and Experience | Desirable:

• Good understanding of Building tool – Maven, Gradle etc.
• Very good understanding of ITIL framework and processes. ITIL certification is preferred.
• Working knowledge/experience on Linux - preferred but not must
• Able to share ideas with the teamand self-confident
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction