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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 IIILocation: BangaloreJob Type: ContractWork Type: OnsiteJob 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 standardsTechnical 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.