Job Detail
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Job ID 57659
Job Description
Location: Bangalore, Karnataka, India
Category: Technical Engineering
Remote Type: Remote Working
Job Type: Full-Time
About the Role
We are seeking a skilled Senior Platform Support Specialist to monitor, manage, and optimize enterprise platforms. You will play a key role in incident, event, problem, and request management to ensure smooth platform operations, while collaborating with cross-functional teams, vendors, and stakeholders. This role requires strong technical expertise, proactive problem-solving, and excellent communication skills to drive efficient resolution and ensure business continuity.
Key Responsibilities
- Configure, install, test, and monitor platform environments ensuring full operational readiness.
- Proactively identify, log, and resolve incidents and problems, escalating to vendors or third parties as required.
- Provide L3 support for platform issues, including security access, administration, and system maintenance.
- Manage events and incidents via ServiceNow ITSM, ensuring timely updates and resolutions.
- Conduct root cause analysis and implement long-term fixes or workarounds.
- Liaise with vendors, carriers, and internal teams to expedite diagnosis and solution delivery.
- Deliver remote/virtual support sessions to end users (MS Teams or equivalent).
- Maintain accurate documentation and update the knowledge base with resolutions and best practices.
- Track and report platform performance, capacity metrics, and SLA compliance.
- Produce breach reports and other operational documentation as required.
- Drive best practices for enterprise service mapping, troubleshooting, and process improvements.
Knowledge, Skills & Attributes
- 3+ years of L3 engineering experience with strong expertise in IT infrastructure.
- Excellent written and verbal communication skills (English).
- Ability to prioritize workloads and manage time effectively.
- Strong stakeholder engagement and cross-team collaboration skills.
- Thorough knowledge of identity administration and troubleshooting complex technical issues.
- Experience across application servers, databases, networks, and operating systems.
- Hands-on experience in discovery, validation, and service mapping processes.
- Strong analytical skills with a problem-solving mindset.
Requirements
- Proven experience in ITSM systems (ServiceNow preferred).
- Solid background in IT infrastructure (security, server, and network).
- Experience with Enterprise Message Routing (EMR) systems.
- Familiarity with DevOps methodologies and related technologies.
- Knowledge of enterprise open-source and native applications.
