L3 Product IT Support Engineer

Station Satcom Pvt. Ltd.; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Station Satcom Pvt. Ltd. seeks an experienced L3 Product IT Support Engineer in Mumbai to handle escalated tickets, manage critical incidents, and coordinate with vendors for resolution. The role focuses on maintaining IT service operations and improving efficiency.

Responsibilities include RCA reporting, SOP creation, and ensuring high CSAT through effective incident handling and proactive problem management. ITIL certification is preferred.

Qualifications

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

Responsibilities

• Handle L3 escalated tickets and provide timely resolution.
• Monitor aging tickets and ensure closure within SLA timelines.
• Coordinate with L1, L2 vendors and third-party teams for issue resolution.
• Prepare incident RCA reports and service documentation.
• Review daily ticket status and updates; communicate with teams.

Skills

L3 IT/Product Support

Ticketing systems

SLA management

Root cause analysis

Vendor coordination

Documentation & communication

Education

Bachelor’s degree in IT or Computer Science

ITIL certification

Tools

Ticketing tools

Incident management platforms

Job description

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