L3 Product IT Support Engineer

Station Satcom Pvt. Ltd.; Maharashtra; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Station Satcom Pvt. Ltd. in Maharashtra, India, is seeking an experienced L3 Product IT Support Engineer to handle escalated tickets and drive incident management.

You will work with L1/L2 teams to resolve complex issues and ensure high customer satisfaction, while improving operational efficiency. You will monitor ticket queues, manage SLAs, coordinate with vendors and third parties, create RCA reports, and develop SOPs to standardize support processes.

Qualifications

• 5+ years experience in L3 IT/Product Support
• Experience with incident management systems
• Understanding of SLA management and escalation handling
• Strong troubleshooting and analytical skills
• Vendor management and stakeholder coordination experience
• Good documentation and communication skills
• Experience in RCA preparation and IT operations support

Responsibilities

• Handle L3 escalated tickets and resolution
• Monitor aging tickets and SLA adherence
• Conduct handovers and discuss critical issues
• Review ticket status, first response, and resolutions
• Coordinate with L1, L2, vendors for resolution
• Drive high CSAT through issue resolution
• Prepare RCA reports and SOPs for support processes
• Monitor IT service operations and business continuity
• Act as first-level owner for major incidents
• Participate in crisis management and incident response activities
• Reduce recurring incidents via root cause analysis

Skills

L3 IT Support

Ticketing tools

SLA management

Troubleshooting

Vendor coordination

Documentation

RCA preparation

Education

Bachelor’s degree in IT/CS

ITIL certification

Job description

We are looking for an experienced L3 Product IT Support Engineer responsible for handling escalated tickets, critical incident management, vendor coordination, and ensuring smooth IT service operations. The candidate will work closely with L1 and L2 teams to resolve complex technical issues, maintain customer satisfaction, and improve operational efficiency.

Key Responsibilities

Incident & Ticket Management

• Handle L3 escalated tickets and provide timely resolution
  
• Monitor aging tickets and ensure closure within SLA timelines
  
• Conduct handover meetings and discuss pending critical issues with support teams
  
• Review daily ticket status, first response, and resolution updates
  
• Coordinate with L1, L2, vendors, and third-party teams for issue resolution
  
• Ensure customer issues are resolved with high CSAT standards
  
  

Service Operations

• Monitor IT service operations and ensure business continuity
  
• Act as first-level owner for major incidents and escalations
  
• Participate in crisis management and incident response activities
  
• Reduce recurring incidents through root cause analysis and preventive actions
  
  

Documentation & Process Management

• Prepare incident RCA reports and service documentation
  
• Create and maintain SOPs for support processes
  
• Maintain ticket updates and resolution records for future reference
  
• Analyze support trends and recommend process improvements
  
  

Team Coordination

• Ensure team members are trained and aware of their responsibilities
  
• Support shift handovers and operational coordination
  
• Collaborate with internal teams and external vendors for service delivery
  

Required Skills

• Strong experience in L3 IT/Product Support
  
• Knowledge of ticketing tools and incident management systems
  
• Understanding of SLA management and escalation handling
  
• Strong troubleshooting and analytical skills
  
• Vendor management and stakeholder coordination experience
  
• Good documentation and communication skills
  
• Experience in RCA preparation and IT operations support
  

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or related field
  
• ITIL certification preferred
  
• Experience in handling enterprise IT/product environments