Executive - L2 Support

Apply now Job no: 522187
Brand: Product and Technology
Work type: Full time
Location: Bangalore, India
Categories: Corporate & Group Travel

The Executive L2 support is the primary point of contact for end users requiring advanced technical assistance, issue resolution, and service requests. This role demands a higher level of expertise compared to first-level support, addressing more complex and escalated problems. In addition, this position entails daily team management, focusing on communication, training, development, and effective problem resolution

Key Responsibilities:

Key functions of the role include:

  • Support & Technical Expertise:
    • Conduct advanced troubleshooting, analyze and diagnose incidents within SLAs.
    • Understand, replicate, and provide relevant findings to Level 3/Vendor for further investigation.
    • Investigate and ascertain root causes of complex technical issues, ensuring they are resolved or prevented.
    • Maintain communication with the business on the status of critical problems, ensuring transparency and regular updates.
 
 
  • Communication, Training, and Development:
    • Facilitate clear and effective communication within the team.
    • Develop and implement training programs to boost team technical skills and knowledge.
    • Provide constructive performance feedback and conduct regular performance evaluations.
    • Encourage a culture of continuous learning and improvement among team members.

  • Competency & Requirements:

    • Strong analytical skills with the ability to diagnose and resolve complex technical issues.
    • Proven team management skills with a focus on training, development, and performance evaluation.
    • Excellent problem-solving, communication, and collaboration skills.
    • Experience in the travel industry, preferably in a travel technology role.
    • Familiarity with ITIL frameworks and methodologies is desirable.
    • IT Degree or Diploma is preferred.

    Performance Measurement:

    • SLA adherence: No more than 10% breach annually.
    • Root cause identification and correction: Aim for 75% identification annually.
    • Creation of knowledge articles: At least 4 per month.
    • Continuous assessment through employee self-assessments, feedback sessions, and peer/manager reviews.

Applications close:

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