Level 3 Service Desk Analyst

Keywords: Level 3 Service Desk Analyst Level 3 Technical Support Analyst L3 Service Desk Analyst Technical Support Analyst Advanced technical support Incident management Operational continuity SLA compliance Databases Transactional platforms APIs Logs Monitoring Observability Technical documentation

A Level 3 Service Desk Analyst is required with experience in the diagnosis and resolution of complex technical incidents, ensuring operational continuity and compliance with Service Level Agreements (SLA). The role is oriented towards advanced technical support and operational continuity, seeking to strengthen the handling of escalated cases through specialized diagnosis. Responsibilities: Diagnose and resolve high-complexity technical incidents in transactional platforms and databases. Validate and test proposed solutions before their implementation in production. Exhaustively document incidents, root causes, and implemented corrective actions. Monitor the health of systems and applications to prevent incidents. Escalate incidents to Level 4 or to development teams when necessary, providing complete and detailed information. Collaborate in the continuous improvement of support processes and the knowledge base. Ensure compliance with established Service Level Agreements (SLA). Participate in the definition and implementation of improvements in monitoring and observability tools. Analyze logs and metrics to identify patterns and incident precursors. Manage communication with users and stakeholders during the resolution of critical incidents.

Requirements: Minimum of 2 years of experience in Level 3 technical support roles or similar. Technological or professional training in Systems Engineering, Software Engineering, Technical Support Technology, Data, Development, Infrastructure, or related areas. Proven experience in the diagnosis and resolution of complex incidents in databases, transactional platforms, and APIs. Deep knowledge of monitoring, observability, and log analysis tools. Management of ticket management tools and SLA compliance. Ability to prepare detailed technical documentation and procedure manuals. Experience with AI and automation tools applied to technical support. Ability to escalate incidents effectively and follow up until their resolution. Knowledge of incident and problem management methodologies. Mastery of system and service integration concepts. Technical English for consulting documentation and specialized forums.

Technical skills: Databases Transactional platforms APIs Monitoring Observability