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Nuvento Systems Private Limited

Trans Asia Cyber Park
Infopark Phase 2,
Infopark SEZ, Phase II,
Tel: +91 484 4066070

Phone0484 4066070

Career Opportunities:

LI/L2 Support

Role Description:

Support the central operations of the Outsourcing Account Delivery team in managing resources, projects, and budgets to meet both the goals of these teams and clients served

Prior Experience:

  • 5-8+ years technical experience ideally in L1/L2 technical support.

  • Experience in operational management or project management with teams of 20 - 40

Key Responsibilities:

  • Act as single point of contact for the Critical and Escalated incidents and Requests

  • Understand and assess how the issue affects the customer, business impact and the sense of urgency

  • Collaborate with concerned engineer on action / solution plans

  • Master the escalation workflow and handle the process in case of bottlenecks

  • Provide ownership for Service Management (ITSM) processes with Agile DevOps across all of Client Technology

  • Ensure compliance with processes and procedures per established KPIs

  • Gather metrics via monitoring, identify trends, and provide reports indicating levels of process compliance

  • Provide accountability for ensuring relevant process efficiencies are put in place to support the needs

  • Create service improvement plan (SIP) items to address issues and track SIP items through to completion

  • Communicate planned & unplanned service-impacting events via various channels

  • Ability to both lead and work as part of a team

  • Flexible approach to work and problem solving.

  • Delegation of service support tasks, case management, performance management and SLA management

  • Provide initial assessment of urgency and business impact on all support helpline calls and Emails

  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

  • Maintain overall ownership of client’s issue & service ensuring that they receive resolution within a committed SLA

  • Resource planning/Work allocation

  • Drafts and maintains policy, standards and procedures, knowledge base articles.

  • Work with internal teams on defining engagement and escalation procedures

  • Ability to explain complex technical issues to non-technical staff.

  • Ability to work proactively with little direct supervision. 

Technical Experience:

  • Experience in IT Service delivery management/IT Solutions Helpdesk

  • Knowledge and hands on Ticketing Tools such as Jira, Service now Etc.

  • Knowledge and experience with Tools and framework integration with Agile and DevSecOps practices.

  • Knowledge on Incident/ Change, Problem management Service request and Catalog

  • Knowledge on Datacenter, Cloud/AWS/Azure and its architecture, Networking concepts, Support experience is added advantage

  • Familiarity with SaaS Cloud applications/delivery model and networking concepts highly preferred

  • Bachelor of Engineering - BSc degree in Information Technology, Computer Science or equivalent.

  • Familiarity of Databases (MS SQL and MySQL), Client / Server operating systems, Networking, and IP Telephony.

  • Acquainted with ITIL/ITSM framework with DevOps integration.

Professional Attributes:

  • Excellent Communication Skills (Written & Spoken English)

  • Able to work flexible hours on request or as part of a shift system.

Currently, work from home until Covid restrictions however post that has to work from office

Willing to relocate as per business requirements.