Position Title / Level:
Customer Support Analyst (Level 2 Support)

Experience:
3–5 Years

Notice Period:
Immediately to 15 days

Location:
Bangalore / Hyderabad (Hybrid)

Shift Timings:
2:00 PM – 10:00 PM IST; Night shifts on a rotational basis on demand (1 week in a month)

Experience
- 1–3 years' work experience in Service Delivery in a large-scale cloud workplace with focus on request fulfilment, incident response, escalation procedures, problem management, and knowledge management while adhering to service-level objectives.
- Handling Level 2 functional and technical support to resolve issues, including diagnosing and in-depth, complex troubleshooting of application issues while working with client teams and, when necessary, end users.
- Serves as a primary point of contact for client escalations.
- Product-oriented support experience.
- Triaging incoming requests (via ServiceNow) and, where needed, escalating to SRE and Application Support (L3/L4) teams.
- Creating and analyzing reports in ServiceNow and/or Power BI detailing application usage by end users, ticket volume,



incident resolution, SLA adherence, trend analysis, and other related ITIL-based metrics.
- Creating, updating, and managing support process documentation and knowledge base articles.
- Strong domain and functional knowledge of multiple software applications to aid in functional and technical support.
- Managing multiple conflicting deadlines, competing priorities, and customer expectations.
- Experience with ITIL service management principles.
- Experience promoting an Agile and DevOps culture.
- Displays a sense of ownership, liaison, and relationship building between cross-functional teams.
- Strong communication skills – verbal, professional writing, and presentation skills.
- Organizing and prioritization skills are a MUST.

Top Skills for Application Technology
- .NET
- Agile
- Scrum (CSP, CSPO)
- Application Architecture
- ADO
- Basic Azure
- Database Schema Management (e.g., DB Depl

📌 Customer Support Analyst (Hyderabad)
🏢 Teamware Solutions
📍 Hyderabad