When you join us, you’ll be part of a global team harnessing the power of scientific testing and data-driven insights to build a healthier future.
Role summary
The IT Remote Support Services Engineer - Level 3 provides specialist-level technical support for the most complex and escalated incidents within the global IT service operation. This role owns the resolution of cases that cannot be resolved remotely at Level 2, contributes to the Change Management process, monitors and validates infrastructure alerts during assigned coverage windows, and serves as a senior technical reference for the broader team. The L3 Engineer drives automation opportunities and reduces reliance on third-party vendor escalation through in-depth resolution capability.
While the primary accountability of this role is service delivery within the assigned region, it operates as an integral part of the global Follow-the-Sun model. During active shift hours, the role is expected to provide coverage and support across all regions as required,
ensuring uninterrupted global IT service continuity.
Key responsibilities
Complex incident resolution
- Own and resolve the most technically complex incidents escalated from L2, including infrastructure, server, network, and critical application failures, with a focus on root cause elimination.
- Perform deskside and remote interventions for incidents requiring physical access or deep system-level troubleshooting.
- Manage technical escalations to third-party vendors and hardware suppliers, tracking resolutions through to closure.
Change & problem management
- Participate in Change Advisory Board (CAB) reviews when the Regional IT Service Delivery Manager is unavailable, providing technical assessment of proposed changes and flagging risk where applicable.
- Lead or support Problem Record investigations; contribute to RCA documentation and PIR completion following Major Incidents.
Monitoring & alert coverage
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📌 Remote Support Services Engineer (Bengaluru)
🏢 ALS Global
📍 Bengaluru
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