Summary of the position:
The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.

Key accountabilities
- Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
- Recommends changes to resolve recurring issues.
- Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
- Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
- Ensures all calls logged are clearly written so that any team member can understand the issue.
- Takes day to day responsibility for assigning incidents through the incident management system.
- Understands and executes against agreed processes for implementing fixes/changes.
- Understands the impact of non-delivery on the reputation of PMC with the client




- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
- Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.

Requirements

Skills and Experience | Essential:
- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Experience in windows batch scripting
- Experience on helpdesk, incident and problem management as L2 support
- Client interaction exposure
- Must be able to converse well in English, both verbally and in writing.

Skills and Experience | Desirable:
- Valuable understan

📌 Graduate Trainee (Vadodara)
🏢 PMC Commerce
📍 Vadodara