Job Summary
Provide resolution and ownership for L1.5 and L2 level, client‑impacting issues escalated beyond the Service Desk, ensuring rapid, high‑quality resolution, clear communication, and long‑term defect prevention
Key Responsibilities
Act as primary resolver for escalated L1.5/L2 incidents and service requests
Perform technical and functional analysis to diagnose issues
Coordinate across applications, infrastructure, cloud, security, and vendors for resolution
Own issues until closure, ensuring minimal business impact
Provide clear, timely updates to Service Desk, Service Delivery, and client stakeholders
Identify root causes and contribute to Problem Management and permanent fixes
Support major incidents with expertise and corrective action planning
Document resolutions, update knowledge articles, and enable shift‑left
Validate fixes and ensure quality before ticket closure
Highlight recurring issues and risks to process, platform, or design
Support change implementation and post‑change validation when required
Skill Requirements
Strong domain knowledge - EUC
ITIL Incident & Problem Management understanding
Troubleshooting and analytical skills
ITSM tools (ServiceNow or equivalent)
Experience working with client-facing escalations