Reporting to: Infrastructure & Operations Domain Lead

Division: Technology Services Division (TSD)

Department: Service Delivery Department (SDD)

Domain: Infrastructure & Operations

Shift Timing: 24x7 Rotational

Role Summary

The Senior L1 / L1.5 Engineer provides advanced frontline support, resolving complex issues and reducing escalations to engineering teams while supporting incident triage and knowledge development.

Key Responsibilities

- Resolve complex or high-impact incidents.
- Act as subject matter expert for common issue domains.
- Support triage, prioritization, and queue optimization.
- Reduce escalations to L2 / engineering teams.
- Mentor junior analysts and support skill development.
- Participate in major incident response and coordination.

Key Qualifications





- 4-7 years in IT support or infrastructure operations.
- Solid troubleshooting and diagnostic skills.
- Experience across desktop, infrastructure, or application support.
- Ability to operate in high-pressure incident environments.
- Experience supporting contact center/telephony platforms, call routing, agent login issues, and communications technologies is desirable.

Preferred Certifications

- Knowledge of ITSM workflows, escalation governance, and incident management.
- Experience supporting global users or multi-region operations.
- Ability to create or improve knowledge articles and support documentation.

📌 .5 Technical Voice Engineer (International) (Chennai)
🏢 Smbc Global Services
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