- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
Required skills
- change management
- compliance
About the role
HGS
Website:
hgs.cx
Job details:
Key Responsibilities
- Provide second-level support for incidents escalated from L1 engineers.
- Perform in-depth troubleshooting and diagnosis of network, server, cloud, and application issues.
- Work with vendors and service providers to resolve escalated incidents.
- Support configuration, patching, and upgrades of network devices and servers as per SOPs.
- Maintain and update knowledge base articles and escalation procedures.
- Proactively analyze recurring issues and initiate problem management activities.
- Coordinate with L3/engineering teams for unresolved or complex incidents.
- Participate in change implementation and post-change validation activities.
- Generate detailed incident, RCA, and shift handover reports.
- Mentor and guide L1 engineers, ensuring process adherence.
- Ensure compliance with ITIL processes (Incident, Problem, Change management).
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