L1/L2 Escalation Analyst- Lead II - Production Support

About the Role We're looking for an L1/L2 Escalation Analyst to join our Escalation Support team. This role requires someone who can combine strong technical troubleshooting skills with excellent client-facing communication — you'll be the bridge between technical issues and customer relationships, especially when handling high-pressure P0/P1 situations. Key Responsibilities Provide hands-on configuration of the platform using internal tools and basic SQL Load and manage data across systems Troubleshoot and inspect data to perform root cause analysis (RCA) on reported issues and develop solutions Investigate and resolve issues in Linux/Unix environments Query databases (PLSQL/PostgreSQL) to support troubleshooting and analysis Prepare and publish Weekly Status Reports detailing issues reported and resolved Manage and de-escalate customer interactions during P0 and P1 incidents, maintaining composure and professionalism under pressure Build and sustain strong client relationships through consistent, transparent communication Required Skills Linux/Unix administration and troubleshooting PL/SQL and PostgreSQL (strong querying ability) AWS (working knowledge) Databricks (working knowledge) Python (scripting/automation) Strong written and verbal communication skills Proven ability to handle high-pressure customer escalations (P0/P1) What We're Looking For Intermediate to advanced technical proficiency across the above stack Calm, confident communicator who can manage difficult customer conversations Strong ownership mindset — able to drive issues to resolution and own the RCA process Comfortable balancing hands-on technical work with client relationship management Work Schedule Monday to Friday, 9 hours/day Shift: 12:30 PM – 9:30 PM IST Skills production support,service level agreements,troubleshooting,sql,incident management,jira,linux,ticket management,documentation,log analysis