L3 Product IT Support Engineer

Incident & Ticket Management

• Handle L3 escalated tickets and provide timely resolution
  
• Monitor aging tickets and ensure closure within SLA timelines
  
• Conduct handover meetings and discuss pending critical issues with support teams
  
• Review daily ticket status, first response, and resolution updates
  
• Coordinate with L1, L2, vendors, and third-party teams for issue resolution
  
• Ensure customer issues are resolved with high CSAT standards
  

Service Operations

• Monitor IT service operations and ensure business continuity
  
• Act as first-level owner for major incidents and escalations
  
• Participate in crisis management and incident response activities
  
• Reduce recurring incidents through root cause analysis and preventive actions
  

Documentation & Process Management

• Prepare incident RCA reports and service documentation
  
• Create and maintain SOPs for support processes
  
• Maintain ticket updates and resolution records for future reference
  
• Analyze support trends and recommend process improvements
  

Team Coordination

• Ensure team members are trained and aware of their responsibilities
  
• Support shift handovers and operational coordination
  
• Collaborate with internal teams and external vendors for service delivery
  

• Strong experience in L3 IT/Product Support
  
• Knowledge of ticketing tools and incident management systems
  
• Understanding of SLA management and escalation handling
  
• Strong troubleshooting and analytical skills
  
• Vendor management and stakeholder coordination experience
  
• Good documentation and communication skills
  
• Experience in RCA preparation and IT operations support
  

Preferred Qualifications

• Bachelor’s degree in IT, Computer Science, or related field
  
• ITIL certification preferred
  
• Experience in handling enterprise IT/product environments