L2 Engineer

Job description

**Overview** Work effectively with others to achieve common objectives, fostering a sense of teamwork and mutual supportTake responsibility for individual tasks and commitments, supporting the team’s success through reliability.Understanding the customer requirement and resolve issue with ETA , be proactive in monitoring the communication channelsJoin Daily TO call and provide update to next shift membersCommunicate effectively within the team to address issues proactivelyHigh availability on MIM during your shift and understand the outcome.Ensure no alert misses during the shiftCreate runbooks for every issue addressed on the MIM , and get it reviewed by Lead or PMEffective communication with the users.Get CSATs with good feedback. >4.5 CSAT out of 5 is the targetIntroduce automation whereever possible to eliminate manual intervention.Timely acknowledge alerts without missing SLAGain knowledge on GenAI, complete course on GenAIMeet SLAs agreed with Customer (example Alert resolution/ response time , PTASK Closures, New Alert additions, runbooks etc) , zero alert missesCreate automated tools/scripts/programs to improve performance of the team which helps to reduce manual taskOwn tranistion activities, review and present transition (KT/Shadow/Primary) status with Customer and Management **Responsibilities** Work effectively with others to achieve common objectives, fostering a sense of teamwork and mutual supportTake responsibility for individual tasks and commitments, supporting the team’s success through reliability.Understanding the customer requirement and resolve issue with ETA , be proactive in monitoring the communication channelsJoin Daily TO call and provide update to next shift membersCommunicate effectively within the team to address issues proactivelyHigh availability on MIM during your shift and understand the outcome.Ensure no alert misses during the shiftCreate runbooks for every issue addressed on the MIM , and get it reviewed by Lead or PMEffective communication with the users.Get CSATs with good feedback. >4.5 CSAT out of 5 is the targetIntroduce automation whereever possible to eliminate manual intervention.Timely acknowledge alerts without missing SLAGain knowledge on GenAI, complete course on GenAIMeet SLAs agreed with Customer (example Alert resolution/ response time , PTASK Closures, New Alert additions, runbooks etc) , zero alert missesCreate automated tools/scripts/programs to improve performance of the team which helps to reduce manual taskOwn tranistion activities, review and present transition (KT/Shadow/Primary) status with Customer and Management **Requirements** Good Communication skills Experience in IT support Project Willing to work on 24\\*7 environments Work form Office Only