Job Description:
Job Title: Service Excellence – Technical Specialist – L2 (.NET / AWS)
Experience: 5+ years
Type: Contract / Full-time
Start Date: Immediate
About the Role:
We are seeking a highly skilled Service Excellence – Technical Analyst with deep expertise in AWS cloud, and .NET-based enterprise systems.
This role is central to strengthening our IT Service Excellence framework, driving operational stability, establishing level-based support operating models, and ensuring world‑class service delivery for mission-critical applications.
The ideal candidate has a strong engineering foundation, exceptional analytical skills, and a continuous-improvement mindset to reduce incidents, streamline operations, and elevate service quality across the organization.
Key Responsibilities –
A. Service Excellence & ITIL Governance
- Drive Incident, Problem, and Change Management processes aligned to ITIL best practices.
- Own all P1/P2 escalations, ensuring timely communication, RCA, corrective actions, and prevention plans.
- Lead service governance forums, SLAs, KPIs, and operational dashboards.
- Define and mature L1/L2/L3 operating model, ensuring clarity in responsibilities, workflows, and escalation paths.
- Ensure compliance with service management standards and audit requirements.
B. L2/L3 Application Support (.NET / AWS)
- Provide expert-level support for .NET-based applications, cloud-native systems, and integrated enterprise platforms.
- Conduct deep technical troubleshooting, log analysis, performance tuning, and stability improvements.
- Support production releases, environment troubleshooting, and configuration management.
- Partner with DevOps and Engineering teams to ensure stability across cloud, API, and backend systems.
C. AWS Cloud & Engineering Excellence
- Troubleshoot AWS components such as Lambda, API Gateway, S3, CloudFront, DynamoDB, RDS etc.
- Improve observability through dashboards, alerting, and event correlation tools.
- Contribute to automation (monitoring, logging, self-healing workflows) to reduce manual intervention.
- Advocate for SOLID design principles, code quality, and maintainability when partnering with product engineering.
D. Cross-functional Collaboration
- Work closely with Product, Development, QA, DevOps, Account Teams, and Vendor Partners.
- Communicate technical issues, impact, risks, and resolutions with clarity to business stakeholders.
- Document system behaviours, incident details, RCA findings, and create reusable knowledge libraries.
E. Continuous Improvement & Operational Maturity
- Identify recurring issues and drive permanent fixes through structured RCA techniques.
- Reduce operational noise by improving automation, stability, and monitoring.
- Mentor L1/L2 teams; elevate their capability using structured training and SME models.
- Contribute to service improvement programs, process optimization, and platform modernization initiatives.
Qualifications & Experience
- Bachelor’s degree in computer science, Engineering, or equivalent.
- 8–12 years of experience in application support / service delivery / production engineering.
- Minimum 3–5 years in L2 support in .NET & AWS-driven environments.
- Experience supporting global teams and 24/7 production environments.
- ITIL certification optional but highly preferred.
Technical Skills
- Strong understanding of .NET / C# applications, Angular, SQL, APIs, microservices, and backend architecture.
- Hands-on expertise with AWS: Lambda, API Gateway, CloudFront, S3, CloudWatch, ECS/EKS (optional).
- Proficiency in SQL Server / PostgreSQL, performance analysis, and query optimization.
- Experience working in enterprise production support, ideally with distributed or cloud-native systems.
- Familiarity with tools such as Azure DevOps, Git, JIRA, Splunk/ELK, Dynatrace/NewRelic, AppDynamics.
Why Join Us?
This role offers the opportunity to:
- Lead core global engineering teams at the heart of our IT Service Excellence transformation.
- Shape the future of enterprise platforms and service reliability for a global organization.
- Be both a technical leader and a service excellence champion, driving innovation while ensuring stability and customer satisfaction.
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What We Do
When your tech goes wrong, Likewize makes it right. Likewize offers the most comprehensive protection against any technology disruption. Whether a device is lost, stolen, damaged, malfunctioning, in need of an upgrade or the user does not know how to do something, Likewize provides the solution. Trusted by the world’s largest brands, telcos, and banks, looking after approximately a billion of our customers’ customers. We operate in over 30 countries, resolving 250 million problems each year across insurance, warranty, repairs, trade-ins, recycling and premium tech support.
