The IT Incident & Technical Support Engineer (Level 2) is responsible for orchestrating the global incident management lifecycle while delivering advanced technical administration services to end users. This dual-capacity role ensures rapid restoration of critical services through end-to-end incident coordination and elevates user productivity by performing Level 2 support tasks—spanning provisioning, configuration, and troubleshooting—aligned with ITIL best practices and global standards.



Key Responsibilities

Incident Management

•Lead and execute the end-to-end incident management process for high-severity and major incidents, ensuring SLAs are met and business continuity is maintained.

• Coordinate multi-disciplinary response teams—spanning infrastructure, applications, security, and third-party vendors—to rapidly triage, resolve, and document incidents.

• Manage stakeholder communications, providing clear, timely, and audience-appropr...