Graduate Trainee (L2)

PMC; Vadodara; On-site; INR 420,000 - 720,000; Full time

Job summary

PMC is seeking an IT service operations professional to manage and resolve incoming issues with urgency, ensuring client impact is understood and actions are appropriate. The role focuses on incident triage, clear communication, and adherence to incident management processes.

The successful candidate will work in a 24/7 rotation to ensure continuous support, with a strong emphasis on SQL Server expertise, Windows scripting, and ITIL-aligned practices. English fluency is essential.

Qualifications

• Experience with Oracle or Microsoft SQL Server; certification preferred but not required.
• Experience in Windows batch scripting.
• Experience in helpdesk, incident and problem management as L2 support.
• Excellent English communication, both written and spoken.

Responsibilities

• Regularly reviews incidents logged, highlighting trends and recurring issues to 3rd line Problem.
• Recommends changes to resolve recurring issues.
• Reviews assignment of incidents by Incident Analysts and suggests improvements in call assignment.
• Uses technical understanding to triage incidents raised by clients before assigning them.
• Ensures all calls logged are clearly written and understandable by the team.
• Takes day-to-day responsibility for assigning incidents through the incident management system.
• Understands and executes against agreed processes for fixes/changes.
• Understands impact of non-delivery on PMC's reputation with the client.
• Provides regular client and internal communication on assigned activity and incidents, flagging issues impacting delivery timescales.
• Escalates to Team Leader/Support Manager when resources are constrained or SLA risk is identified.

Skills

Incident management

L2 support

Client interaction

SQL Server

Windows batch scripting

English communication

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.

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.

Requirements

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 team and 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