Job Title: SFMC Production support engineer

Location: PAN India (Hybrid)

Experience: 3-6 years

Job Responsibilities

Below are key role and responsibilities for this position:
- Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date
- Perform Ad-hoc support tasks and prepare reports for business
- Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team
- Resolve the incidents/issues as per agreed SLA
- Address the service requests as per agreed SLA
- Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window
- Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline
- Perform the shift handover activities as per agreed SOPs
- Participate in problem management, change management, knowledge management, even management etc.
- Update knowledge base with new learnings, changes in resolution steps etc.



in timely manner
- Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools
- Help shift/team lead to prepare to various operational reports required by internal and external stakeholders
- Contribute to support reusable assets and internal knowledge sharing sessions
- Work to build-up skills for L3 support level
- Work on POC of different solutions, tools etc. POC
- Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in workplace, various events etc.
- Work on automation of manual activities if possible and share the details of automation opportunities with L3 team

Personal Attributes:
- Systematic problem-solving approach, coupled with effective communication skills and a sense of drive
- Flexible and proactive/self-motivated working styl

📌 SFMC Production support engineer (Noida)
🏢 Tekskills
📍 Noida