Incident & Request Management
• Act as the first point of escalation for L1 analysts and take ownership of aged or complex incidents to drive faster resolution.
• Handle and resolve technically advanced incidents and service requests, ensuring minimal business impact.
• Escalate incidents or service requests to Leads or SME teams when required permissions or expertise is lacking.
• Apply a solid understanding of the customer's business needs to ensure effective incident triaging and prioritization.
Responsibilities
Required L2 Soft Skills
• Robust interpersonal and communication skills with the ability to mentor, guide, and collaborate with colleagues across all levels.
• Ability to work independently with minimal supervision while handling multiple priorities.
• Proven capability to lead and guide the L1 team both technically and process-wise.
• High learning agility and the ability to adapt quickly to current technologies and evolving customer settings.
Qualifications
• Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720).
• Microsoft Exchange Certifications.
• ITIL Foundation Certification (preferred).
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
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