Support Engineer III

Overview:

TekWissen is a global workforce management provider that offers strategic talent solutions to our clients throughout India and world-wide. Our client is a company operating a marketplace for consumers, sellers, and content creators. It offers merchandise and content purchased for resale from vendors and those offered by thirdparty sellers.

Job Title: Support Engineer III

Location: Bangalore

Job Type: Contract

Work Type: Onsite

Job Description:

The Key Responsibilities:

• Lead and manage Global Incident Management activities, including Major Incidents (P1/P2), ensuring timely resolution and stakeholder communication
• Drive Problem Management processes, including root cause analysis (RCA), corrective and preventive actions
• Work closely with Field IT and Operations Partners to resolve high-severity issues and eliminate future risks
• Coordinate cross-functional teams during incident resolution and problem remediation
• Communicate effectively with stakeholders across all management levels during incidents and post-incident reviews
• Track, manage, and report incident/problem metrics and trends
• Support and contribute to project management initiatives related to operational improvements
• Utilize ticketing tools to manage incidents, problems, and changes, including tool integrations
• Ensure adherence to ITIL best practices and organizational standards

Technical Skills & Experience:

• 2+ years of Incident Management experience.
• 2+ years of Problem & Change Management experience.
• Strong understanding of IP routing protocols and networking technologies
• Experience working in virtualized enterprise networking environments
• Experience with ITSM / Ticketing tools (ServiceNow, BMC Remedy, Jira Service Management, etc.)
• Understanding of ITIL processes (Incident, Problem, Change Management)
• Excellent communication and stakeholder management skills
• ITIL Certification (mandate)
• Basic understanding in Networking.
• Scripting(e.g. Python, Bash, Perl..) Good to have.

TekWissen Group is an equal opportunity employer supporting workforce diversity.