24×7 rotational; expected to anchor critical windows and mentor L1s
Role Summary
Mid‑level analyst providing L1.5/L2 support, handling escalations and complex issues, mentoring L1 staff, driving KB quality and problem reduction in a healthcare context with strict SLAs.
Key Responsibilities
Own escalated tickets; perform deep‑dive troubleshooting (O365, AD, Exchange Online, VPN, VDI, clinical apps)
Lead major incident participation during the shift and ensure timely comms/bridges as needed
Perform standard admin tasks with guardrails (mailbox, DL, access, printers, profiles)
Create/curate KB articles; coach L1 team for FCR uplift and ticket hygiene
Trend analysis for repeat issues; propose problem records and preventive actions
Partner with onshore teams for changes, pilot rollouts and post‑incident reviews
Must‑Have Skills
Robust ServiceNow hands‑on (queues,
assignment groups, SLAs, KB)
Proficient troubleshooting across O365, AD, Windows, VPN, VDI/Citrix
Healthcare IT support experience (HIPAA‑aware handling of PHI)
Ability to handle P2/P3 independently and support P1 bridges
Mentoring/peer‑coaching experience
Tools / Technologies
ServiceNow ITSM, Problem and Change (awareness)
Microsoft 365 admin basics; Azure AD user operations (guardrailed)
Remote tools, log collection utilities
Performance KPIs
Escalation resolution rate and time‑to‑restore
KB contribution and L1 FCR uplift attributable to coaching
Repeat incident reduction on owned categories
SLA Compliance & CSAT on escalated tickets
Behavioral / Soft Skills
Crisp incident communication and stakeholder updates
Coaching mindset; constructive feedback to L1s
Analytical thinking; pattern recognition for problem records
Calm under pressure during P1/P2 handling
📌 Support Engineer (Bengaluru)
🏢 Sonata Software
📍 Bengaluru
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