Job Title:  Consultant | SQL | Mumbai | Engineering

Team Lead | Engineering, AI & Data - Engineering  I SQL 

Location:  Mumbai

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth.Learn more about ET&P

Your work profile

The L1.5 Support Analyst will act as a bridge between Level 1 and Level 2 support teams, focusing on SOP-related queries, issue resolution, and process adherence. This role involves handling escalated tickets from L1, performing root cause analysis, and ensuring SOPs are correctly followed and updated based on operational feedback.

The L2 Support Analyst will be responsible for handling escalated database-related issues, performing in-depth SQL query analysis, and supporting data integrity across systems. This role requires strong technical expertise in SQL, database structures, and troubleshooting complex data issues.

Key Responsibilities:

• Handle escalated SOP-related issues from L1 support and resolve or route to L2 as needed.
• Review and validate SOP adherence across operational teams.
• Maintain and update SOP documentation based on feedback and process changes.
• Provide training and guidance to L1 support teams on SOP compliance.
• Collaborate with process owners to ensure SOPs are aligned with business requirements.
• Monitor ticket trends and suggest improvements to SOPs or workflows.
• Participate in audits and compliance checks related to SOP execution.
• Ensure timely resolution of issues within defined SLAs.

Required Skills & Qualifications:

• Bachelor’s degree in IT, Business Administration, or related field.
• 2–4 years of experience in support operations or process management.
• Strong understanding of SOP frameworks and ITSM tools (e.g., ServiceNow, Jira).
• Excellent communication and documentation skills.
• Analytical mindset with problem-solving abilities.
• Ability to work collaboratively across teams and functions.