Support Analyst L2

PMC; Vadodara; On-site; INR 550,000 - 900,000; Full time

Job summary

PMC is seeking a helpdesk/L2 support professional to handle incident and problem management. The role requires resolution of incoming issues within technical capability, triage incidents, document clearly, and coordinate with teams. It operates on a 24/7 rotational shift.

Candidates should have experience with Oracle/SQL Server, Windows batch scripting, and ITIL practices. Strong communication skills are essential as you will interact with clients and internal teams to minimize impact and meet

Qualifications

• Experience with incident and problem management in a helpdesk environment.
• Strong communication skills, both verbal and written.
• Familiarity with ITIL processes and incident triage.

Responsibilities

• Review incidents logged and identify trends for escalation to 3rd line.
• Assist in assignment and prioritization of incidents to improve response.
• Clarify incidents with clients before triage and resolution.
• Maintain clear, concise incident notes to enable team understanding.
• Communicate status to stakeholders and ensure SLAs are met.
• Support 24/7 shift coverage as part of rotational roster.

Skills

Oracle SQL

SQL Server

Windows batch scripting

Incident management

Problem management

L2 support

Client interaction

Verbal & written communication

ITIL awareness

Tools

Maven

Gradle

Job description

Job Description:

Summary of the position

The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities

• Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
• Recommends changes to resolve recurring issues.
• Reviews assignment of incidents by Incident Analysts - highlights to the team improvements
• that can be made in how calls are assigned.
• Uses technical understanding to question and clarify incidents raised by clients, before
• agreeing where to assign the incident (incident triage).
• Ensures all calls logged are clearly written so that any team member can understand the
• issue.
• Takes day to day responsibility for assigning incidents through the incident management
• system.
• Understands and executes against agreed processes for implementing fixes/changes.
• Understands the impact of non-delivery on the reputation of PMC with the client
• Provides regular client and internal communication on assigned activity and incidents -
• ensure that interested parties are clear on current status, highlighting any issues that might
• impact delivery in the defined timescales to Team Leader/Support Manager.
• Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLAs
• are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.

Skills & Experience (Essential)

• Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
• Experience in windows batch scripting
• Experience on helpdesk, incident, and problem management as L2 support
• Client interaction exposure
• Good communication skills, Verbal and Written both, is a MUST

Skills & Experience (Desirable)

• Good understanding of Building tool – Maven, Gradle etc.
• Very good understanding of ITIL framework and processes. ITIL certification is preferred.
• Working knowledge/experience on Linux - preferred but not must
• Able to share ideas with the team and self-confident.
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Having worked in a fast paced, dynamic environment
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive ‘can-do’ attitude, team player
• Efficient and Proactive

Requirements: