Bachelor's degree in Computer Science, Information Technology, or a related field.
1–3 years of experience in L1/L2/L3 Application or Technical Support.
Strong client communication and stakeholder management skills.
Experience coordinating with cross-functional teams (Tech, BA, PM, Delivery).
Good understanding of incident management, SLAs, and issue escalation.
Strong analytical, problem-solving, and organizational skills.
Experience with ticketing/project management tools (e.g., Jira, ServiceNow, Azure DevOps) and MS Office.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Previous working knowledge of Support ( L1, L2 & L3) is required.
Serve as the primary point of contact for clients, actively engaging with them to understand their challenges, issues, and expectations
Act as a communication bridge between clients and internal teams including Tech, BA, PM, and Delivery Management to ensure seamless information flow
Actively participate in and drive project communication across multiple departments, both internal and external
Facilitate discussions and align multiple client stakeholders with the internal delivery team to drive resolution and decision-making
Monitor project timelines, track progress, and ensure timely delivery of milestones
Proactively identify risks and escalate issues to the concerned Reporting Manager, ensuring timely follow-through on resolutions
Support the Delivery Manager and Project Managers in day-to-day operational coordination
Prepare and maintain comprehensive project documentation, MIS reports, meeting minutes, and status updates
Ensure compliance with company delivery processes, communication standards, and client SLAs