Job Summary

Were looking for an L1/L2 Escalation Analyst to join our Escalation Support team. This role requires someone who can combine strong technical troubleshooting skills with excellent client-facing communication - youll be the bridge between technical issues and customer relationships, especially when handling high-pressure P0/P1 situations.

Responsibilities
Provide hands-on configuration of the platform using internal tools and basic SQL
Load and manage data across systems
Troubleshoot and inspect data to perform root cause analysis (RCA) on reported issues and develop solutions
Investigate and resolve issues in Linux/Unix environments
Query databases (PLSQL/PostgreSQL) to support troubleshooting and analysis
Prepare and publish Weekly Status Reports detailing issues reported and resolved
Manage and de-escalate customer interactions during P0 and P1 incidents, maintaining composure and professionalism under pressure
Build and sustain solid client relationships through consistent, transparent communication

Requirements
Linux/Unix administration and troubleshooting
PL/SQL and PostgreSQL (strong querying ability)
AWS (working knowledge)




Databricks (working knowledge)
Python (scripting/automation)
Solid written and verbal communication skills
Proven ability to handle high-pressure customer escalations (P0/P1)

Qualifications
Intermediate to advanced technical proficiency across the above stack
Calm, confident communicator who can manage difficult customer conversations
Solid ownership mindset - able to drive issues to resolution and own the RCA process
Comfortable balancing hands-on technical work with client relationship management

Work Schedule
Monday to Friday, 9 hours/day
Shift: 12:30 PM - 9:30 PM IST

Key Skills
Production support
Service level agreements
Troubleshooting
SQL
Incident management
Jira
Linux
Ticket management
Documentation
Log analysis

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Lead Ii Production Support Pune
🏢 UST
📍 Pune