Job Description
L2 Production & Incident Support
- Provided L2 support for business-critical applications in 24x7 production environments.
- Took full ownership of incident triage, analysis, resolution, and closure.
- Ensured compliance with SLAs, OLAs, and escalation procedures.
- Worked closely with L3, infrastructure, cloud, and application teams to restore services quickly.
- Supported both Prod and Non-Prod environments with minimal service disruption.
- Worked under ITIL framework with strong hands-on experience in ITSM processes.
- Managed Major Incidents, participated in bridge calls, and coordinated recovery activities.
- Created and maintained incident, problem, and change tickets with proper documentation.
- Supported change implementation
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