Key Responsibilities:
- Handle and resolve technical issues escalated from L2 teams efficiently and effectively.
- Ensure timely action on tickets based on defined workflows, priorities, and severity levels.
- Strive to resolve the majority of issues without requiring L4/R&D involvement.
- Adhere to established SLAs and ensure timely resolution of all reported incidents.
- Follow ticketing SOPs, ensuring all tickets raised for R&D include complete and accurate technical details.
- Escalate issues internally as per the defined escalation matrix based on severity and resolution time.
- Maintain and share updated technical documentation, including site-specific details, new product lines, and feature-related updates received from R&D.
- Support Client Service Managers (CSMs) in developing a technically proficient team of assistant client service managers and service engineers.
- Create and monitor software and hardware reliability metrics for each installation.
- Develop frameworks to predict potential system failures and implement preventive measures.
- Collaborate cross-functionally with internal stakeholders to ensure smooth issue resolution and knowledge sharing.
Education, Experience and Skills:
- Bachelor's degree in Engineering or a related technical discipline.
- Fresher or up to 6 months of experience in a 24x7 software support or technical operations role.
- Hands-on experience with Linux/Unix environments.
- Strong understanding of SQL for database queries and analysis.
- Experience or solid knowledge of scripting languages such as Python and Shell.
- Excellent verbal and written communication skills.
- Willingness to work in rotational shifts to support 24x7 operations.
- Strong analytical and reasoning abilities with a proactive approach to problem-solving.
Personal Attributes:
- Customer Focus: Dedicated to resolving issues efficiently and ensuring customer satisfaction.
- Accountability: Takes ownership of assigned tickets and drives them to closure.
- Analytical Thinking: Ability to identify patterns, predict failures, and propose preventive solutions.
- Collaboration: Works effectively with cross-functional teams, including R&D and Client Service.
- Adaptability: Comfortable in a fast-paced, dynamic, and 24x7 working environment.
