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Main Responsibilities:

1. Provide L2 technical support for PSW systems, addressing escalated issues from L1 support / OGA.
2. Diagnose and resolve advanced software, database, and application issues.
3. Collaborate with development teams / PO to identify, analyze, and resolve system bugs and  enhancements.
4. Expanding product and technology expertise by working on "learning tickets".
5. Monitor system performance, identify bottlenecks, and take proactive measures to ensure system  uptime and reliability.
6. Document troubleshooting steps and solutions for recurring issues, ensuring knowledge sharing with L1 teams.
7. Handle complex technical incidents, ensuring timely resolution and minimal business impact.
8. Able to multitask when several critical issues happen simultaneously.
9. Participate in post-incident reviews to determine root causes and prevent future occurrences.
10. Quickly responds to incident alerts and support calls.
11. ldentifies, and coordinates with teams that are critical to the event's resolution.
12. Good understanding of Database.
13. Assist in system upgrades, patches, and configuration changes as needed.
14. Understanding of APls.
15. Understanding of Seq logs / Splunk etc
16. Collaborate with cross-functional teams to deliver efficient support and maintain a high level of customer satisfaction.
17. Ensure compliance with service-level agreements (SLAs) for incident resolution and performance metrics.
18. 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, CRM Command, Postman, SEQ Logs, MS SQL,