L2 Support Specialist (IT Support)

• We are seeking a skilled and detail-oriented L2 Support Specialist to join our team. The ideal candidate will be responsible for managing incidents, problems, requests, and events, ensuring smooth operations and exceptional service delivery. This role requires strong technical abilities, excellent communication skills, and experience in supporting E-Commerce applications.
ResponsibilitiesIncident Management:• Respond to and resolve incidents promptly to minimize service disruption.• Log and document all incidents accurately.• Communicate incident status and resolution to relevant stakeholders.
Problem Management:• Identify root causes of recurring incidents and implement solutions to prevent future occurrences.• Conduct thorough problem analysis and maintain detailed documentation.• Collaborate with other teams to resolve complex issues.
Request Management:• Handle and fulfill service requests from end users efficiently.• Ensure timely and accurate completion of requests.• Maintain records of all requests and their resolutions.
Event Management:• Support various events and activities relevant to the job.• Ensure smooth execution and provide technical assistance as needed.• Monitor event progress and address any issues that arise.
Defect Management:• Investigate and resolve reported defects in the application.• Collaborate with development teams to implement fixes.• Track defect resolution progress and maintain documentation.
Change Management:• Manage and document changes to the application or infrastructure.• Ensure changes are tested and validated before deployment.• Communicate changes to stakeholders and provide necessary training.
Knowledge Management:• Maintain and update knowledge base articles and documentation.• Share knowledge and best practices with the team.• Ensure knowledge resources are easily accessible and up-to-date.
Application Monitoring:• Monitor application performance and server health.• Analyze logs to identify and resolve potential issues.• Implement monitoring tools and processes for proactive issue detection.
Special Events/ Iconic Launch:• Provide technical support for special events, product launches• Ensure all technical requirements are met for successful event execution.• Troubleshoot and resolve any issues during events.

• Education: Bachelor in Computer Science or computer related fields• Experience level: 2+ years of experience in related field• Strong relationship-building skills and excellent communication and problem-solving abilities.• Ability to explain technical problems and solutions to team members.• Proficiency in English, with good speaking skills as a plus.• Experience working with PL/SQL, Oracle, and Putty.• Capability to write SQL scripts and familiarity with basic Unix commands.• Detail-oriented, meticulous, and possessing strong logical skills.• Experience with E-Commerce applications in support and new development initiatives• Good English communication