Job Description:
We are building a world-class cloud-based healthcare platform that enables US-based healthcare organizations to digitalize and optimize clinical and operational workflows. As an L2 Service Desk Executive, you will be responsible for providing advanced technical support, troubleshooting application and system issues, and ensuring timely resolution of escalated incidents.
Responsibilities:
- Act as L2 escalation support for incidents escalated from L1 Service Desk
- Troubleshoot application, database, and system-related issues
- Perform SQL queries for data validation, issue analysis, and troubleshooting
- Monitor and analyze application logs using AWS CloudWatch
- Investigate system alerts, errors, and performance issues using monitoring tools
- Collaborate with development, QA, and infrastructure teams for issue resolution
- Identify root cause of recurring incidents and provide RCA inputs
- Ensure timely resolution of tickets within defined SLAs
- Communicate effectively with end users (US-based healthcare clients) via chat, email, and calls
- Document troubleshooting steps, solutions, and update knowledge base articles
- Escalate complex technical issues to L3 or engineering teams when required
- Support deployment validation and post-release issue monitoring
- Ensure adherence to ITIL processes (Incident, Problem, Change Management)
- Maintain service quality and customer satisfaction standards
Must-Have Skills:
- Hands-on experience in SQL(MySQL / PostgreSQL preferred – queries, joins, filtering, debugging data issues)
- Hands-on experience with AWS CloudWatch (logs, metrics, troubleshooting)
- Strong knowledge of application support and incident management
- Ability to analyze logs and identify root causes of system issues
Experience & Education:
- O/A Levels or Bachelor’s degree (preferred), Master’s optional
- 1–2 years of experience in Service Desk / Technical Support / L2 Support role
- Experience in Healthcare IT / EMR / EHR systems is a strong plus
Requirements:
- Excellent communication skills (both verbal and written)
- Proficient with MS Office particularly MS Excel (Spreadsheet)
- Proficiency in troubleshooting and resolving technical issues
- Flexible to work in shifts
- Experience with ticketing tools (Jira, ServiceNow, etc.)
- Ability to work in shifts (24/7 support environment if required)
- Strong analytical and problem-solving mindset
- Ability to work independently in a fast-paced environment
- Team player with strong collaboration skills
- Ability to prioritize and manage multiple incidents effectively
Why Join Us?
- Get a chance to contribute and get recognition from Day 1.
- Work 5 days a week (Enjoy work-life balance).
- Modern work environment.
- A friendly, Supportive, Professional and achievement-oriented management team.
- Competitive Salary and Benefits, professionally run HR team.
- An opportunity to learn new things every day.
Perks & Benefits:
- On Job Training
- Fuel Allowance
- Transportation (For Females Only)
- Medical
- Family Medical
- Provident Fund
- Holiday Allowance
- Paid holidays
- EOBI
