L2 - Product IT

Station Satcom Pvt. Ltd.; Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Station Satcom Pvt. Ltd. in Mumbai seeks an experienced L3 Support – Product IT to handle escalated technical issues, coordinate with vendors, and ensure timely resolution of customer incidents.

The role demands strong troubleshooting, ticket management, SLA adherence, and collaboration with L1/L2 teams to maintain service continuity. 4–8 years in technical support and relevant ITIL certifications are preferred.

Qualifications

• 4–8 years of experience in Technical Support / NOC / Service Operations.
• Prior experience in L2/L3 support environment preferred.
• Bachelor’s degree in IT, Computer Science, Electronics or related field.
• Relevant certifications in networking, IT support, or service management preferred.

Responsibilities

• Handle Level 3 escalated tickets and provide technical resolution support.
• Coordinate and follow up with third‑party vendors for issue resolution.
• Monitor aging tickets (more than 10 days) and ensure closure within SLA timelines.
• Conduct handover meetings and coordinate with L1 and L2 support teams.
• Monitor daily ticket activities including first response updates and status updates.
• Review customer incidents and act as the first level of escalation for critical updates.
• Maintain service continuity and ensure all services remain operational.
• Document troubleshooting steps and resolution notes for future reference.
• Participate in major incident management and RCA.
• Prepare and maintain SOPs and technical documentation for the team.
• Support team training and knowledge‑sharing activities.

Skills

L3 support

Escalation handling

Vendor coordination

SLA management

Troubleshooting

Ticket management

Communication

Documentation

Incident management

RCAs

Team mentoring

Education

Bachelor’s degree in IT, Computer Science, Electronics

Networking/ITSM certifications

Tools

Ticketing systems

Knowledge base

Job description

The L3 Support – Product IT willbe responsible for handling complex technical issues, managing escalatedtickets, coordinating with third-party vendors, and ensuring timely resolutionof customer incidents. The role requires strong troubleshooting skills, ticketmanagement expertise, customer coordination, and team collaboration to maintainhigh service quality and customer satisfaction.

Key Responsibilities:

• Handle Level 3 escalated tickets and providetechnical resolution support.
  
• Coordinate and follow up with third-party vendors forissue resolution.
  
• Monitor aging tickets (more than 10 days) and ensureclosure within SLA timelines.
  
• Conduct handover meetings and coordinate with L1 andL2 support teams.
  
• Monitor daily ticket activities including:
  
• First response updates
  
• Ticket status updates
  
• Shift-wise ticket monitoring
  
• Review customer incidents and act as the first levelof escalation for critical updates.
  
• Ensure smooth coordination between support teams andvendors.
  
• Maintain service continuity and ensure all servicesremain operational.
  
• Ensure customer satisfaction by providing timely andeffective resolutions.
  
• Document troubleshooting steps and resolution notesfor future reference.
  
• Participate in major incident management and RCA(Root Cause Analysis).
  
• Prepare and maintain SOPs and technical documentationfor the team.
  
• Support team training and knowledge-sharingactivities.
  
• Strong knowledge of ticket handling and incidentmanagement.
  
• Experience in L3 technical support and escalationhandling.
  
• Good understanding of SLA management and customercommunication.
  
• Vendor coordination and stakeholder managementskills.
  
• Strong analytical and troubleshooting abilities.
  
• Documentation and reporting skills.
  
• Strategic thinking and problem-solving approach.
  
• Ability to work in rotational shifts andhigh-pressure environments.
  
• Team collaboration and mentoring capability.
  

Preferred Qualifications:

• Bachelor’s degree in IT, Computer Science,Electronics, or related field.
  
• Relevant certifications in networking, IT support, orservice management are preferred.
  

Experience Required:

• 4–8 years of experience in Technical Support / NOC /Service Operations.
  
• Prior experience in L2/L3 support environmentpreferred.