Graduate Trainee (L2)
Core
Resolve incoming technical issues, perform incident triage, and recommend fixes to ensure 24/7 client support.
Role type
L2 Support Engineer (Incident Management)
Builds
Incident resolution workflows and client communication updates
Domain
IT Operations / Helpdesk
Required skills
Oracle or Microsoft SQL Server database, Windows batch scripting, Incident and problem management processes, Client interaction
Preferred skills
Maven, Gradle, Linux, ITIL framework
Technologies
Oracle, Microsoft SQL Server, Windows, Maven, Gradle, Linux, ITIL
Responsibilities
Review incidents to identify trends and recurring issues, Recommend changes to resolve recurring issues, Perform incident triage by clarifying client-raised incidents, Ensure incident logs are clearly written for team understanding, Manage day-to-day incident assignment via the management system, Escalate resource conflicts or SLA risks to management