Urgent! Silicon Stack - L2 Application Support Engineer - Incident Management Job Opening In Hyderabad – Now Hiring Silicon stack
<p><p><b>About the Role : </b><br/><br/></p><p>We are seeking a dedicated L2 Application Support Engineer to join our dynamic support team.
This role is critical in providing timely and efficient technical support, resolving incidents, and ensuring high availability and performance of business-critical applications.<br/><br/></p><p>You will act as a bridge between the 1st Level Support team and the engineering/development teams, ensuring customer satisfaction and SLA compliance.<br/><br/><b>Key Responsibilities : </b><br/><br/></p><p>- Accurately log all contacts, including incidents, service requests, feedback, and inquiries received via telephone, email, or web portal into the Incident Management System (IMS).<br/><br/></p><p>- Proactively manage your incident queue to meet and exceed the agreed Service Level Agreements (SLAs).<br/><br/></p><p>- Diagnose, troubleshoot, and resolve incidents efficiently, leveraging your technical expertise and problem-solving skills.<br/><br/></p><p>- Maintain detailed and clear documentation in the IMS, including internal notes and customer communications, ensuring traceability and transparency.<br/><br/></p><p>- Assign incidents to appropriate teams or escalation groups for swift resolution when necessary.<br/><br/></p><p>- Monitor and track incident progress, ensuring timely restoration of services in line with SLA targets.<br/><br/></p><p>- Provide customers and internal stakeholders with regular, accurate updates on incident status and resolution steps.<br/><br/></p><p>- Escalate incidents promptly to the Team Leader or relevant escalation points when facing potential SLA breaches or complex issues.<br/><br/></p><p>- Deliver efficient, professional, and courteous customer support, demonstrating strong interpersonal and communication skills.<br/><br/></p><p>- Build and maintain positive relationships with customers and cross-functional teams.<br/><br/></p><p>- Provide mentorship and on-the-job training to new team members, supporting their onboarding and development.<br/><br/></p><p>- Collaborate actively in pilot testing, service improvement initiatives, and load support processes.<br/><br/></p><p>- Attend regular team meetings to discuss issues, share knowledge, and contribute to process improvements.<br/><br/></p><p>- Adhere to scheduled shift patterns, phone rostering, and weekend support as required, ensuring continuous service availability.<br/><br/></p><p>- Participate in night shifts and weekend incident coverage on an as-needed basis to provide round-the-clock support.<br/><br/></p><p>- Develop, maintain, and update Knowledge Base articles documenting common issues, resolutions, and best practices escalated from 1st Level Support.<br/><br/></p><p>- Conduct training sessions for 1st Level Helpdesk staff to enhance overall team skills and reduce escalations.<br/><br/></p><p>- Document detailed resolution steps and processes to improve future incident handling efficiency.<br/><br/></p><p>- Participate in all scheduled internal and external training to keep skills and knowledge current with evolving technologies.<br/><br/></p><p>- Engage in continuous process and service improvement initiatives to enhance the support function.<br/><br/><b>Other Responsibilities : </b><br/><br/></p><p>- Perform other reasonable duties and tasks as assigned by management to support team and organizational goals.<br/><br/><b>Required Skills & Qualifications : </b><br/><br/></p><p>- 2+ years of experience in Application Support or similar technical support roles.<br/><br/></p><p>- Strong understanding of incident management processes and ITIL best practices.<br/><br/></p><p>- Proficiency in using Incident Management Systems (e.g., ServiceNow, Remedy).<br/><br/></p><p>- Solid troubleshooting skills with the ability to analyze logs, replicate issues, and coordinate fixes.<br/><br/></p><p>- Familiarity with application architectures, databases, and basic scripting is a plus.<br/><br/></p><p>- Excellent communication skills, with the ability to communicate complex technical issues to non-technical users.<br/><br/></p><p>- Strong customer service orientation and ability to work under pressure in a fast-paced environment.<br/><br/></p><p>- Ability to work flexible hours, including shifts, nights, and weekends as required.<br/><br/></p><p>- Proven ability to mentor and coach junior team members</p><br/></p> (ref:hirist.tech)
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Unlock Your Silicon Stack Potential: Insight & Career Growth Guide
Real-time Silicon Stack Jobs Trends in Hyderabad, India (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Silicon Stack in Hyderabad, India using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 97438 jobs in India and 2994 jobs in Hyderabad. This comprehensive analysis highlights market share and opportunities for professionals in Silicon Stack roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Silicon stack is currently hiring and seeking a Silicon Stack L2 Application Support Engineer Incident Management to join their team. Feel free to download the job details.
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The fundamental ethical values are:The average salary range for a Silicon Stack L2 Application Support Engineer Incident Management Jobs India varies, but the pay scale is rated "Standard" in Hyderabad. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Silicon Stack L2 Application Support Engineer Incident Management typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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