L2 Support System Administrator

Alois Solutions; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Alois Solutions in Bengaluru is seeking an L2 support specialist to provide operational support for the Planisware tool and manage incident, problem, and order activities.

You will analyze issues, perform initial investigations, coordinate with teams, ensure SLAs, and update knowledge base.

The role requires strong communication with stakeholders and a proactive approach to troubleshooting within Planisware areas.

Qualifications

• 1+ years of hands-on experience in JavaScript.
• 1+ years of hands-on experience in Incident, Problem & Order Management within an operational support environment.
• Good understanding of L2 support processes, ticket lifecycle, escalation, SLA handling, and user communication.

Responsibilities

• Provide L2 operational support for Planisware tool.
• Handle incident, problem, and order management activities as part of day-to-day support.
• Analyze, troubleshoot, and resolve application issues reported by users or monitoring channels.
• Perform initial investigation, impact analysis, ticket updates, and escalation to L3 or technical teams when required.
• Support Java Script related troubleshooting or minor support-level analysis within Planisware areas.
• Coordinate with business users, application teams, infrastructure teams, and other support groups for issue resolution.
• Track support tickets, maintain SLA discipline, and ensure timely communication with stakeholders.
• Document recurring issues, operational support steps, and knowledge base updates.

Skills

JavaScript

Incident management

Problem management

Order management

L2 support

Job description

Provide L2 operational support for the Planisware tool.

Handle incident, problem, and order management activities as part of day-to-day support.

Analyze, troubleshoot, and resolve application issues reported by users or monitoring channels.

Perform initial investigation, impact analysis, ticket updates, and escalation to L3 or technical teams when required.

Support Java Script related troubleshooting or minor support-level analysis within Planisware areas.

Coordinate with business users, application teams, infrastructure teams, and other support groups for issue resolution.

Track support tickets, maintain SLA discipline, and ensure timely communication with stakeholders.

Document recurring issues, operational support steps, and knowledge base updates.

Required Experience and Capabilities

1+ years of hands-on experience in JavaScript.

1+ years of hands-on experience in Incident, Problem & Order Management within an operational support environment.

Good understanding of L2 support processes, ticket lifecycle, escalation, SLA handling, and user communication.