Senior L1/L2 Support Specialist

Who are we
Fulcrum Digital is an agile and next-generation digital accelerating company providing digital transformation and technology services right from ideation to implementation. These services have applicability across a variety of industries including banking & financial services, insurance, retail, higher education, food, healthcare, and manufacturing.

Job Title: Senior Operations Specialist (L1/L2 Support – Business Support)

Experience: 6-8 Years

Shift: Night Shift (8 AM to 5 PM EST)

Job Summary:

We are seeking a highly skilled Senior Operations Specialist with 6-8 years of experience to provide L1/L2 support and business support for our operations team.

Key Responsibilities:

• Provide L1/L2 support for business users and technical teams.
  
• Work closely with internal stakeholders to resolve business and operational challenges.
  
• Analyze system performance, identify bottlenecks, and recommend improvements.
  
• Respond to incidents, service requests, and technical queries efficiently.
  
• Coordinate with product vendors and IT teams to escalate and resolve complex issues.
  
• Maintain proper documentation of issues, resolutions, and troubleshooting processes.
  
• Conduct training and knowledge-sharing sessions as needed.
  
• Ensure adherence to SLAs and compliance standards.
  

Required Skills & Qualifications:

• 7-10 years of experience in operations support, L1/L2 support, or business support roles.
  
• Strong analytical and problem-solving skills.
  
• Ability to troubleshoot and resolve application and business process issues.
  
• Excellent communication and interpersonal skills.
  
• Ability to work independently and within a team in a fast-paced, night-shift environment.
  
• Strong documentation skills and experience with ticketing tools (e.g., ServiceNow, JIRA, etc.).