Employer description & source details
Provide Level 2 and Level 3 support for incidents, service requests, and operational issues related to: Data integrations and reporting services Investigate, troubleshoot, and resolve complex technical issues within agreed SLAs. Perform root cause analysis and contribute to long-term problem resolution. Monitor system performance and proactively identify operational risks and improvement opportunities. Lead L2 support activities and act as an escalation point for complex incidents. Coach, mentor, and guide other L2 support analysts in: Best practices and operational procedures Collaborate with infrastructure, application, and business teams to ensure seamless support delivery. Contribute to knowledge sharing, documentation, and process standardization. Provide data analysis insights to support business and operational decision-making. Analyse trends, incidents, and reporting data to identify systemic issues and optimization opportunities. Support users in understanding and interpreting reporting outputs and data quality concerns. Experience providing L2/L3 application or data support in enterprise environments. Strong understanding of ITIL 4 processes and best practices. Experience supporting Power BI reporting solutions. Ability to execute and understand SQL queries as an end user. Knowledge of relational databases and data structures. Familiarity with IT assets and infrastructure environments. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Proactive and customer-focused mindset. Ability to work independently and manage multiple priorities. Strong documentation and knowledge management skills. Team player with mentoring and leadership capabilities Engineering Degree in Computer Science/MCA or any other Bachel
Extracted skills: sql, data analysis, power bi, operations