At ALS, we encourage you to dream big.

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

📌 Remote Support Services Engineer (Bengaluru)
🏢 ALS
📍 Bengaluru