Incident Management Support L2

Rwindia; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Rwindia is seeking an L2 Application Managed Support professional in Mumbai, Maharashtra. The successful candidate will manage Level 2 incidents, oversee service operations, and ensure high service quality through effective coordination with internal teams and vendors. Required qualifications include a minimum of 5 years in service operations, strong understanding of IT service management, SQL proficiency, and an ITIL Foundation certification. This role demands excellent communication skills and a logical approach to problem-solving.

Qualifications

• Minimum 5 years of experience in Service Operations.
• Strong understanding of IT service management processes.
• Experience in handling incident and problem management.
• Good knowledge of SQL for data correction.
• Strong communication (written and verbal) skills.
• Logical and process-oriented mindset.
• ITIL Foundation certification (mandatory).

Responsibilities

• Handle Level 2 tickets including Incident, Problem, Change, and Service Requests.
• Perform functional troubleshooting and provide resolutions.
• Manage Priority 1 incidents and ensure timely resolution.
• Coordinate with internal teams and external vendors for deployments, upgrades, and implementations.
• Provide functional consultation and user training.
• Ensure adherence to processes and drive continuous improvements.

Skills

Service Operations experience

IT service management processes

Incident and problem management

SQL for data correction

Strong communication skills

Logical and process-oriented mindset

Experience with BMC Remedy

ITIL Foundation certification

Tools

BMC Remedy

Job description

Job Summary

The L2 Application Managed Support professional is responsible for providing functional support, incident resolution, and service operations management. The role involves handling Level 2 tickets, troubleshooting issues, ensuring service continuity, and coordinating with stakeholders to maintain high service standards.

Key Responsibilities

• Handle Level 2 tickets including Incident, Problem, Change, and Service Requests.
• Perform functional troubleshooting and provide resolutions.
• Manage Priority 1 incidents and ensure timely resolution.
• Act as the single point of contact for service-related issues.
• Coordinate with internal teams and external vendors for deployments, upgrades, and implementations.
• Provide functional consultation and user training.
• Perform data corrections using SQL scripts.
• Ensure adherence to processes and drive continuous improvements.

Required Skills & Experience

• Minimum 5 years of experience in Service Operations.
• Strong understanding of IT service management processes.
• Experience in handling incident and problem management.
• Good knowledge of SQL for data correction.
• Strong communication (written and verbal) skills.
• Logical and process-oriented mindset.
• Experience with tools like BMC Remedy.
• ITIL Foundation certification (mandatory).

Preferred Qualifications

• Knowledge of data warehousing, business intelligence, and ETL concepts.
• Understanding of project management practices.
• ITIL Service Operations certification.

Other Requirements

• Ability to handle high-pressure situations.
• Quick learning ability and adaptability.
• Strong stakeholder coordination skills.