Description

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

- Strong 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 recent technologies and evolving customer environments.

Qualifications

- Microsoft 365 / Office 365 Certifications (e.g., MS-900, MS-203, MS-700, MS-720).

- Microsoft Exchange Certifications.

- ITIL Foundation Certification (preferred).

📌 Service Desk-Service Desk (India)
🏢 Zensar Technologies
📍 India