Provide L2/L3 technical support by resolving escalated tickets, coordinating third-party vendors, monitoring SLAs and aging tickets, conducting handovers, participating in major incident management and RCA, maintaining SOPs and documentation, and mentoring support teams to ensure service continuity and customer satisfaction.
The L3 Support – Product 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 3 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
L2 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.
Requirements
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