IT Engineer Service Desk (L2)

Job Brief:

We are looking for a Technical Support Specialist Lead to join our team and provide timely, high-quality assistance to our business partners, will diagnose and troubleshoot software issues, guide partners through step-by-step solutions, and ensure prompt resolution to maintain a high level of customer satisfaction.

Responsibilities:

• End-User & Application Support
• Provide onsite Level 2 support for Depository market data applications.
• Perform troubleshooting for application errors, logins, connectivity, and data discrepancies.
• Support daily business IT Onsite operations 
• Incident & Request Management
• Log and track incidents/requests in ITSM tools 
• Categorize and prioritize issues based on impact and urgency.
• Perform initial triage and escalate to Level 2/3 or development teams when needed.
• Maintain ticket documentation and resolution notes as per SLA and audit requirements.
• Monitoring & Maintenance
• Monitor DP system performance, SLA, Call aging, Call closure, Dependencies, dashboards and scheduled jobs. EOD BOD Pay in Pay out, App upgrade and security
• Check application performance, logs, and connectivity with upstream/downstream systems.
• Validate end-of-day (EOD) and start-of-day (SOD) processes and reports.
• User Coordination & Communication
• Act as the onsite liaison between business users and backend support teams.
• Provide timely updates to operations users regarding issue status and resolutions.
• Maintain strong communication etiquette in a high-pressure, time-sensitive environment.
• Collaboration & Escalation
• Coordinate with L2, development, infrastructure, application and database teams for issue resolution.
• Escalate recurring or critical issues with proper RCA details.
• Participate in war rooms or incident bridges for critical applications or outages.
• Technical & Domain Skills
• Basic understanding of capital markets concepts.
• Familiarity with Windows/Linux OS, SQL basics, and log analysis.
• Knowledge of Active Directory, network basics (IP/DNS), and VPN connectivity.
• Experience with ITSM tools.
• Performance KPIs
• SLA Adherence (Response & Resolution Time)
• First Level Resolution (FLR) Rate
• User Satisfaction (CSAT)
• Escalation Accuracy and Timeliness
• Incident Documentation Quality
• Uptime and Stability of Supported Applications
• Typical Shift & Environment
• Onsite presence at client premises.
• Fast-paced environment with strict SLAs.
• Coordination with service desk support teams and other relevant teams for resolutions.

 

Essential:

- Basic knowledge of SQL, Linux commands, API troubleshooting

- Basic knowledge of Microsoft Office (MS Word and MS Excel).

- Excellent communication skills, both verbal and written.

- Ability to work well in a team environment.

- Willingness to work on a rotational basis in morning and evening shifts to ensure coverage during critical go-live support periods.

- Capital Market Domain would be an added advantage