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Main Responsibilities:

• Provide L2 technical support for PSW systems, addressing escalated issues from L1 support / OGA.
• Diagnose and resolve advanced software, database, and application issues.
• Collaborate with development teams / PO to identify, analyze, and resolve system bugs and  enhancements.
• Expanding product and technology expertise by working on "learning tickets".
• Monitor system performance, identify bottlenecks, and take proactive measures to ensure system  uptime and reliability.
• Document troubleshooting steps and solutions for recurring issues, ensuring knowledge sharing with L1 teams.
• Handle complex technical incidents, ensuring timely resolution and minimal business impact.
• Able to multitask when several critical issues happen simultaneously.
• Participate in post-incident reviews to determine root causes and prevent future occurrences.
• Quickly responds to incident alerts and support calls.
• ldentifies, and coordinates with teams that are critical to the event's resolution.
• Good understanding of Database.
• Assist in system upgrades, patches, and configuration changes as needed.
• Understanding of APls.
• Understanding of Seq logs / Splunk etc
• Collaborate with cross-functional teams to deliver efficient support and maintain a high level of customer satisfaction.
• Ensure compliance with service-level agreements (SLAs) for incident resolution and performance metrics.
• Strong communication skills with the ability to capture and articulate technical and non-technical details.

Qualification, Experience, and Skills:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2-4 years of experience in software support or technical support roles, with at least 1 year in L2 support.
• Strong understanding of enterprise software platforms.
• Proficient in troubleshooting software, databases (SQL), and application-related issues.
• Experience with ticketing systems, incident management, monitoring tools etc.
• Excellent communication skills and ability to manage multiple tasks under pressure.
• Excellent problem-solving with a customer-focused mindset

Skills:

SLA, Database, CRM Command, Postman, SEQ Logs, MS SQL,