Provides L2/L3 technical support for vessel IT, resolving escalated tickets, coordinating vendors, monitoring SLAs, managing incidents, and maintaining service continuity. Responsibilities include ticket oversight, customer communication, handovers, root-cause analysis, documentation, SOP development, major incident management, team training, and knowledge sharing. The role requires strong troubleshooting, stakeholder coordination, analytical, communication, and mentoring skills in a rotational-shift environment.
The L2 Support – vessel IT will be responsible for handling complex technical issues, managing escalated tickets, coordinating with third-party vendors, and ensuring timely resolution of customer incidents. The role requires strong troubleshooting skills, ticket management expertise, customer coordination, and team collaboration to maintain high service quality and customer satisfaction.
Key Responsibilities:
• Handle Level 1 escalated tickets and provide technical resolution support.
• Coordinate and follow up with third-party vendors for issue resolution.
• Monitor aging tickets (more than 10 days) and ensure closure within SLA timelines.
• Conduct handover meetings and coordinate with L1 and support teams.
• Monitor daily ticket activities including: First response updates
▪ Ticket status updates
▪ Shift-wise ticket monitoring
▪ Review customer incidents and act as the first level of escalation for critical updates.
• Ensure smooth coordination between support teams and vendors.
• Maintain service continuity and ensure all services remain operational.
• Ensure customer satisfaction by providing timely and effective resolutions.
• Document troubleshooting steps and resolution notes for future reference.
• Participate in major incident management and RCA (Root Cause Analysis).
• Prepare and maintain SOPs and technical documentation for the team.
• Support team training and knowledge-sharing activities.
Required Skills & Competencies:
• Strong knowledge of ticket handling and incident management.
• Experience in L3 technical support and escalation handling.
• Good understanding of SLA management and customer communication.
• Vendor coordination and stakeholder management skills.
• Strong analytical and troubleshooting abilities.
• Documentation and reporting skills.
• Strategic thinking and problem-solving approach.
• Ability to work in rotational shifts and high-pressure environments.
• Team collaboration and mentoring capability.
Preferred Qualifications:
• Bachelor’s degree in IT, Computer Science, Electronics, or related field.
• Relevant certifications in networking, IT support, or service management are preferred.
Experience Required:
• 4–8 years of experience in Technical Support / NOC / Service Operations.
• Prior experience in L2/L3 support environment preferred.
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