Support Engineer (IMS)

Sonata Software; Bengaluru; On-site; INR 600,000 - 850,000; Full time

Job summary

Sonata Software is seeking a midlevel IT service desk analyst to provide L1.5/L2 support in a healthcare context. You will mentor L1 staff, handle escalations, and improve KB quality while ensuring strict SLA adherence across O365, AD, VPN, and clinical apps.

The role involves 24/7 rotational coverage with strong incident management expectations and collaboration with onshore teams for changes and post-incident reviews.

Qualifications

• Healthcare IT service desk experience with HIPAA awareness.
• Ability to handle P2/P3 independently and support P1 bridges.
• Mentoring L1 staff and driving KB quality.

Responsibilities

• Own escalated tickets; troubleshoot O365, AD, VPN, and VDI.
• Lead major incidents during shifts; ensure timely communications.
• Perform standard admin tasks with guardrails (mailbox, DL, access).
• Create/curate KB articles; coach L1 for FCR uplift.
• Analyze trends; propose problem records and preventive actions.
• Coordinate with onshore teams for changes and post-incident reviews.

Skills

ServiceNow

O365

AD/Windows

VPN/VDI-Citrix

HIPAA

Mentoring

Tools

ServiceNow ITSM

Azure AD

Remote Tools

Job description

Role Summary

Midlevel analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs.

Team

Service Desk Healthcare Client

Experience

35 years in Service Desk with L1.5/L2 exposure

Location

Bangalore/Hyderabad

Working Hours

247 rotational; expected to anchor critical windows and mentor L1s

Key Responsibilities

• Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps)
• Lead major incident participation during the shift and ensure timely communication/bridges as needed
• Perform standard admin tasks with guardrails (mailbox, DL, access, printers, pro…)
• Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene
• Trend analysis for repeat issues; propose problem records and preventive actions
• Partner with onshore teams for changes, pilot rollouts and post‑incident reviews

Must Have Skills

• Strong ServiceNow hands‑on (queues, assignment groups, SLAs, KB)
• Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix
• Healthcare IT support experience (HIPAA‑aware handling of PHI)
• Ability to handle P2/P3 independently and support P1 bridges
• Mentoring/peer coaching experience

Tools / Technologies

• ServiceNow ITSM, Problem and Change (awareness)
• Microsoft 365 admin basics; Azure AD user operations (guardrailed)
• Remote tools, log collection utilities

Performance KPIs

• Escalation resolution rate and time to restore
• KB contribution and L1 FCR uplift attributable to coaching
• Repeat incident reduction on owned categories
• SLA compliance CSAT on escalated tickets

Behavioral / Soft Skills

• Crisp incident communication and stakeholder updates
• Coaching mindset; constructive feedback to L1s
• Analytical thinking; pattern recognition for problem records
• Calm under pressure during P1/P2 handling