# Graduate Trainee (L2)

**Company:** [PMC Commerce](https://jobs.workable.com/companies/gFJiW8ZqBjXCm9yWK4rZbX.md)
**Location:** Vadodara, India
**Workplace:** on site
**Employment type:** Full-time
**Department:** India

[Apply for this job](https://jobs.workable.com/view/1cd27204-b4dc-4a6f-98e3-4d295ca16857)

## Description

**Summary of the position:  
**The role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately – exhibits right sense of urgency.  

**Key accountabilities  
**

-   Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.

-   Recommends changes to resolve recurring issues.
-   Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
-   Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
-   Ensures all calls logged are clearly written so that any team member can understand the issue.
-   Takes day to day responsibility for assigning incidents through the incident management system.
-   Understands and executes against agreed processes for implementing fixes/changes.
-   Understands the impact of non-delivery on the reputation of PMC with the client
-   Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
-   Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

**Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.**

## Requirements

**Skills and Experience | Essential:  
**

-   Experience on **Oracle or Microsoft SQL server database** - Certification preferred but not must

-   Experience in windows batch scripting
-   Experience on helpdesk, incident and problem management as L2 support
-   Client interaction exposure
-   Must be able to converse well in English, both verbally and in writing.

**Skills and Experience | Desirable:**

-   Good understanding of Building tool – Maven, Gradle etc.
-   Very good understanding of **ITIL framework** and processes. ITIL certification is preferred.
-   Working knowledge/experience on Linux - preferred but not must
-   Able to share ideas with the team and self-confident
-   Go-getter and solution-oriented personality
-   Very quick learner and keen to learn new things
-   Reliable & accountable individual who can manage client interaction