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Job Description
Structured overview of role & requirementsAbout This Role
Serve as primary Level II support for internal and cloud IT applications including HCM, Financials, Recruiting, Payroll, and Leave Accrual systems.
Monitor and modify SQL Server jobs and scripts, collaborate with L3 developers, DBAs, ETL, and Workforce Management teams to resolve system incidents and outages.
Participate in outage communication bridges, draft Root Cause Analysis reports, and maintain Knowledge Base articles and SOPs for ongoing system improvements and L1 support enablement.
Minimum Requirements
1–2 years of experience in IT application support, IT service desk, or product support using enterprise ITSM tools like ServiceNow and Jira.
Technical proficiency with SQL Server: running/modifying scripts, verifying stored procedures, monitoring database jobs.
Experience collaborating with cross-functional teams including ETL engineers, Workforce Management, developers, DBAs, and incident management.
Must be willing to work 24x7 rotating shifts including nights, weekends, and holidays.
Ideal Candidate Profile
Experienced in enterprise ITSM environments with proven ability to troubleshoot backend application and data pipeline issues through SQL and scripting.
Comfortable working in a high-availability 24/7 global operations environment requiring collaboration across multiple technical teams and functions.
Able to communicate complex technical issues clearly to both technical and non-technical stakeholders and to drive continuous process improvements in support workflows.