About this role
Job description
Job Title: L3 – Lead Systems Support Engineer (SME)
Base Location: Bangalore
Experience: 5–10 Years
Shift Timing: 24/7 rotational
Prerequisite: Deep expertise in enterprise platforms and RCA practices
Range of Year Experience - Min Year: 5
Range of Year Experience - Max Year: 10 years
Relevant Experience: 5+ years in system engineering or platform support
Role Summary
We are hiring L3 Support Engineers with deep domain expertise to manage critical escalations, lead root cause analysis, and drive platform improvements. You’ll be the final escalation point for enterprise application and infrastructure issues and provide mentorship to lower tiers.
Key Responsibilities
- Own escalations for applications like SharePoint, PowerBI, Project Server, O365, VPN.
- Drive RCA completion for P1/P2 incidents within 10–25 business days.
- Support changes, configurations, and enhancements (L2/L3 scope).
- Lead and contribute to CAB processes, technical audits, and platform reviews.
- Act as an SME for automation, scripting, and system health monitoring.
- Create and maintain knowledge base articles and documentation.
- Collaborate with application teams, DevOps, and vendors.
Required Skills & Qualifications
- Bachelor’s in Engineering, Computer Science, or equivalent.
- Advanced knowledge of Microsoft 365 stack, SharePoint (internal/external), AD/Azure AD.
- Proficient with scripting (PowerShell), automation, CI/CD tooling.
- Strong troubleshooting of enterprise-level networking, authentication, and integration issues.
- Experience leading incident response and coordinating resolution efforts.
Good to Have
- Familiarity with Jira, CAB governance, and platform monitoring tools.
- ITIL Intermediate or Microsoft Certified: Enterprise Administrator Expert.
- Experience with OIDC flows and identity providers (e.g., Keycloak, Azure AD).