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360 Resourcing Solutions Logo 360 Resourcing Solutions · IT - Administration

Subject Matter Expert

India, Vadodara · Job Posted January 18, 2026
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Job Description

Experienced Level 2 Support Analyst to oversee the transition of new clients and technology integration to our Level 1 and Level 2 support teams. Candidate with a proven track record of successfully managing client transitions, driving standard operating procedures, and providing technical mentorship to team members. Please note that this role operates on a rotational shift basis to ensure 24/7 coverage and meet the business needs.

Job Responsibility

  • Take day-to-day responsibility for assigning incidents through the client’s or PMC’s incident management system
  • Conduct regular reviews of logged incidents, identifying trends and recurring issues to escalate to the Problem team
  • Lead the transition process for new clients and the integration of new technologies to Level 1 and Level 2 support
  • Ensure successful client transitions to PMC Level 1 and Level 2 support teams
  • Champion the implementation of standard operating procedures and support best practices within the team
  • Perform root cause analysis for complex and major issues
  • Share domain and technical expertise, providing technical mentorship and cross-training to new and existing team members
  • Resolve incoming technical issues within expected technical capabilities
  • Recognize the impact of non-delivery on PMC’s reputation with clients
  • Develop and maintain a knowledge base for each new customer added to the Service Desk

Requirements

  • Comprehensive understanding of the ITIL Framework (certification preferred)
  • Proven ability to collaborate effectively with cross-functional teams
  • Demonstrated capability to mentor and train team members
  • In-depth knowledge of standard operating procedures and support best practices
  • Proficiency in Windows troubleshooting and SQL
  • Expertise in diagnosing problems through the analysis of logs, error messages, and application performance
  • Experience with MS SQL, including the ability to independently run and create basic queries to retrieve results from the database and perform modifications

Nice to have

  • Good communicator – Written & verbal
  • Stakeholder management – Internal & external
  • Comfortable in customer-facing situations
  • Passion for continual improvement & focus on end user/customer experience
  • Exhibits a proactive and solution-oriented personality
  • Demonstrates a quick learning ability with a strong interest in acquiring new knowledge
  • Reliable and accountable, capable of managing client interactions effectively
  • Skilled in remotely diagnosing and troubleshooting PC, printer, and software/application issues
  • Proficient in researching solutions and creating knowledge base articles
  • Responsible for ensuring that incidents requiring urgent attention are escalated according to the established escalation management procedure
  • Knowledge of the retail IT domain is an added advantage
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