Senior L1/L2 Support Specialist

Job Description

Job Summary: We are seeking a highly skilled Senior Operations Specialist with 6 Plus years of experience , including strong hands-on SQL expertise , to provide L1/L2 support and business support for our operations team. The ideal candidate will possess strong analytical skills, excellent communication abilities, and the ability to manage operational tasks in a fast-paced, night-shift environment. Key Responsibilities: Provide L1/L2 support for business users and technical teams. Use SQL extensively to analyze data, perform queries, and troubleshoot data-related issues. 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 in a timely and efficient manner. Coordinate with product vendors and IT teams to escalate and resolve complex issues. Maintain proper documentation of issues, resolutions, and troubleshooting steps. Conduct internal training and knowledge-sharing sessions as required. Ensure adherence to defined SLAs and compliance standards. Required Skills & Qualifications: 6 plus years of experience in operations support, L1/L2 support, or business support roles. Strong SQL knowledge must be able to write, understand, and optimize complex queries. Excellent problem-solving and analytical skills with the ability to resolve technical and process issues. Strong verbal and written communication skills for effective stakeholder interaction. Ability to work independently and collaboratively in a night-shift environment. Experience with ticketing tools like ServiceNow, JIRA , or similar platforms. Good documentation practices and process-oriented approach. Shift: India (IST): 05:30 PM to 02:30 AM (next day)