Handles L3 escalated IT and product support tickets, critical incidents, SLA adherence, vendor coordination, and service operations. Responsibilities include major incident response, root cause analysis, preventive actions, incident documentation, SOP maintenance, ticket trend analysis, team handovers, and process improvement. The role collaborates with L1, L2, internal teams, vendors, and third parties to resolve complex issues and maintain customer satisfaction.
We are looking for an experienced L3 Product IT Support Engineer responsible for handling escalated tickets, critical incident management, vendor coordination, and ensuring smooth IT service operations. The candidate will work closely with L1 and L2 teams to resolve complex technical issues, maintain customer satisfaction, and improve operational efficiency.
Key Responsibilities
- Handle L3 escalated tickets and provide timely resolution
- Monitor aging tickets and ensure closure within SLA timelines
- Conduct handover meetings and discuss pending critical issues with support teams
- Review daily ticket status, first response, and resolution updates
- Coordinate with L1, L2, vendors, and third-party teams for issue resolution
- Ensure customer issues are resolved with high CSAT standards
- Monitor IT service operations and ensure business continuity
- Act as first-level owner for major incidents and escalations
- Participate in crisis management and incident response activities
- Reduce recurring incidents through root cause analysis and preventive actions
- Prepare incident RCA reports and service documentation
- Create and maintain SOPs for support processes
- Maintain ticket updates and resolution records for future reference
- Analyze support trends and recommend process improvements
- Ensure team members are trained and aware of their responsibilities
- Support shift handovers and operational coordination
- Collaborate with internal teams and external vendors for service delivery
Required Skills
- Strong experience in L3 IT/Product Support
- Knowledge of ticketing tools and incident management systems
- Understanding of SLA management and escalation handling
- Strong troubleshooting and analytical skills
- Vendor management and stakeholder coordination experience
- Good documentation and communication skills
- Experience in RCA preparation and IT operations support
- Bachelor’s degree in IT, Computer Science, or related field
- ITIL certification preferred
- Experience in handling enterprise IT/product environments
Similar Jobs
Artificial Intelligence • Healthtech • Professional Services • Analytics • Consulting
Leads client-facing AI and digital transformation engagements from strategy through implementation and adoption. Manages cross-functional teams building enterprise Generative AI, Agentic AI, machine learning, and analytics solutions. Advises senior stakeholders, develops client relationships, supports business development, manages budgets and vendors, ensures engineering and architecture quality, hires and mentors talent, and drives AI scaling initiatives across consulting engagements.
Top Skills:
Agentic AiAgileAmazon Web ServicesAPIsAws BedrockAzure OpenaiCloud-Native ArchitectureData EngineeringDatabricksDataikuDistributed SystemsGenerative AiGCPKnowledge RetrievalLlmopsMachine LearningMicroservicesAzureMlopsModel EvaluationModel GovernanceModel MonitoringNatural Language ProcessingSnowflakeVertex Ai
Aerospace • Artificial Intelligence • Cloud • Machine Learning • Software • Cybersecurity • Defense
Develops and executes verification plans and test cases for embedded platform software, including boot components, hardware abstraction, drivers, and compiler abstraction layers. Performs requirements- and scenario-based testing, change impact analysis, technical issue resolution, audits, and continuous improvement. Requires collaboration with stakeholders, technical leadership, and mentoring of junior engineers using C++, RTOS environments, emulators, debuggers, and software verification tools.
Top Skills:
As9100BitbucketC++DeosDoors NgIcdJIRALauterbachLdraLinuxRtosVectorcast/Cover
Aerospace • Artificial Intelligence • Cloud • Machine Learning • Software • Cybersecurity • Defense
Develop advanced avionics features for Honeywell’s ANTHEM cockpit platform. Responsibilities include defining system architecture, capturing and validating requirements, integration and functional testing, troubleshooting interfaces, supporting SRR/PDR/CDR reviews, and coordinating with globally distributed teams. The role requires avionics certification knowledge, display-system development experience, systems safety analysis, ARP4754A expertise, and proficiency with Agile tools including DOORS NG and JIRA.
Top Skills:
AgileArp4754AAtlassian JiraAvionics HardwareAvionics SoftwareAvionics SystemsEpic/ApexIbm Rational Doors Ng
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
