L3 Product IT Support Engineer

We are looking for an experienced L3 Product IT Support Engineer responsible for handling escalated tickets, critical incident management, vendor coordination, and ensuring smooth IT service operations. The candidate will work closely with L1 and L2 teams to resolve complex technical issues, maintain customer satisfaction, and improve operational efficiency.

Key Responsibilities

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
  
  

• 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
  
  

• 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
  
  

• 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
  

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