The L3 Support \u2013 Product IT will\nbe responsible for handling complex technical issues, managing escalated\ntickets, coordinating with third\-party vendors, and ensuring timely resolution\nof customer incidents. The role requires strong troubleshooting skills, ticket\nmanagement expertise, customer coordination, and team collaboration to maintain\nhigh service quality and customer satisfaction.
<\/p>
<\/p>
Key Responsibilities:<\/b>
<\/p>- Handle Level 3 escalated tickets and provide\n technical resolution support.
<\/li> - Coordinate and follow up with third\-party vendors for\n issue resolution.
<\/li> - Monitor aging tickets (more than 10 days) and ensure\n closure within SLA timelines.
<\/li> - Conduct handover meetings and coordinate with L1 and\n L2 support teams.
<\/li> - Monitor daily ticket activities including:
<\/li>- First response updates
<\/li> - Ticket status updates
<\/li> - Shift\-wise ticket monitoring
<\/li><\/ul> - Review customer incidents and act as the first level\n of escalation for critical updates.
<\/li> - Ensure smooth coordination between support teams and\n vendors.
<\/li> - Maintain service continuity and ensure all services\n remain operational.
<\/li> - Ensure customer satisfaction by providing timely and\n effective resolutions.
<\/li> - Document troubleshooting steps and resolution notes\n for future reference.
<\/li> - Participate in major incident management and RCA\n (Root Cause Analysis).
<\/li> - Prepare and maintain SOPs and technical documentation\n for the team.
<\/li> - Support team training and knowledge\-sharing\n activities.
<\/li><\/ul> Required Skills &\nCompetencies:<\/b>
<\/p>- Strong knowledge of ticket handling and incident\n management.
<\/li> - Experience in L3 technical support and escalation\n handling.
<\/li> - Good understanding of SLA management and customer\n communication.
<\/li> - Vendor coordination and stakeholder management\n skills.
<\/li> - Strong analytical and troubleshooting abilities.
<\/li> - Documentation and reporting skills.
<\/li> - Strategic thinking and problem\-solving approach.
<\/li> - Ability to work in rotational shifts and\n high\-pressure environments.
<\/li> - Team collaboration and mentoring capability.
<\/li><\/ul> Preferred Qualifications:<\/b>
<\/p>- Bachelor\u2019s degree in IT, Computer Science,\n Electronics, or related field.
<\/li> - Relevant certifications in networking, IT support, or\n service management are preferred.
<\/li><\/ul> Experience Required:<\/b>
<\/p>- 4\u20138 years of experience in Technical Support / NOC /\n Service Operations.
<\/li> - Prior experience in L2/L3 support environment\n preferred.
<\/li><\/ul>
<\/p>
<\/div><\/span>
Requirements<\/h3><\/span><\/span>
<\/div>
<\/div><\/span>
