Tool Service & Support Specialist

Chennai, Tamil Nadu
Permanent
Full-time

15 days ago

Job Category: Customer ServicesDegree Level: Bachelor's degreeJob Description:We are seeking a highly skilled Technical SPOC - Backup Lead to serve as the primary technical point of contact for application support services. This role is responsible for ensuring seamless communication, efficient incident resolution, and high-quality service delivery in line with SLA commitments. The position also acts as a backup to the Team Lead, providing leadership, mentoring, and operational continuity while serving as a technical backbone for existing and new support projects.Responsibilities:

Act as the Technical Single Point of Contact (SPOC) for assigned applications, platforms, or infrastructure components. Prepare and share status reports, dashboards, and service metrics with management and clients.
Drive end-to-end incident, problem, and service request management, ensuring timely resolution and SLA adherence. Troubleshoot and resolve complex technical issues across multiple platforms and technologies.
Support change, release, and deployment activities, ensuring minimal service disruption. Maintain and update technical documentation, SOPs, and knowledge base articles. Coordinate effectively with L1/L2/L3 teams, engineering, vendors, and business stakeholders to deliver solutions.
Serve as the technical backbone for existing and new application support projects, ensuring smooth onboarding and transition. Mentor, guide, and support team members, providing technical direction and performance feedback.
Evaluate automation opportunities and feasibility to enhance operational efficiency and reduce manual effort.
Impart technical knowledge transfer to internal teams and subcontractors to strengthen support capability. Serve as a coach and mentor, building technical competence and professional growth across the team. Guide and support team members in adopting best practices, tools, and processes.
Lead technical discussions, solution design reviews, and root cause analysis (RCA) activities. Act as Backup Lead during the absence of the Team Lead, owning daily operations and decision-making. Manage task allocation, workload prioritization & shift coverage to ensure uninterrupted support.

Qualifications:You have:

BE/BTech/MTech in Computer Science/Electronics/Electrical/Information Science/Telecom with minimum 5+ years in Application Support.
Strong understanding of IT infrastructure components and/or application support with proven expertise in troubleshooting complex technical issues across diverse platforms.
Knowledge of operating systems (Windows/Linux), middleware components, incident, problem, change, and release management processes.
Strong knowledge of automation, scripting (Shell, PowerShell, Python, etc.), CI/CD pipelines, deployment processes.
Working experience with databases (SQL querying, performance monitoring, backups) with exposure to cloud platforms (AWS/Azure/GCP) and cloud-based applications.
Understanding of APIs, integrations, batch jobs, schedulers, and message queues. Experience with application monitoring tools (APM, logs, alerts, dashboards)
Familiarity with security standards, access controls, compliance requirements, TIL frameworks and service management tools like ServiceNow, JIRA, or Remedy.

Nice-to-have:

Prior experience as a Technical SPOC, L2/L3 Support, or Acting Lead is highly desirable
Experience in IT operations or support automation is a plus.

Nokia

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