{"id":3512506,"url":"https://alion.io/job/pmc-support-analyst-l2","title":"Support Analyst L2","company":{"id":450232,"name":"PMC","domain":"pmccommerce.com","url":"https://alion.io/company/pmccommerce","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vadodara, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"MS SQL","optional":false},{"name":"Oracle","optional":false},{"name":"Gradle","optional":true},{"name":"ITIL","optional":true},{"name":"Java","optional":true},{"name":"Linux","optional":true}],"status":"live","first_seen_at":"2026-09-17T00:00:00Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-11-04T01:05:10Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":48},"description":"Summary of the position\nThe role requires an individual who undertakes resolution of incoming issues, within expected technical capability, understands the impact of incidents on the client and responds appropriately - exhibits right sense of urgency.\nKey accountabilities\nRegularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.\nRecommends changes to resolve recurring issues.\nReviews assignment of incidents by Incident Analysts - highlights to the team improvements\nthat can be made in how calls are assigned.\nUses technical understanding to question and clarify incidents raised by clients, before\nagreeing where to assign the incident (incident triage).\nEnsures all calls logged are clearly written so that any team member can understand the\nissue.\nTakes day to day responsibility for assigning incidents through the incident management\nsystem.\nUnderstands and executes against agreed processes for implementing fixes/changes.\nUnderstands the impact of non-delivery on the reputation of PMC with the client\nProvides regular client and internal communication on assigned activity and incidents -\nensure that interested parties are clear on current status, highlighting any issues that might\nimpact delivery in the defined timescales to Team Leader/Support Manager.\nEscalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's\nare at risk of not being met.\nPlease note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.\nRequirements\nSkills & Experience (Essential)\nExperience on Oracle or Microsoft SQL server database - Certification preferred but not must\nExperience in windows batch scripting\nExperience on helpdesk, incident, and problem management as L2 support\nClient interaction exposure\nGood communication skills, Verbal and Written both, is a MUST\nSkills & Experience (Desirable)\nGood understanding of Building tool - Maven, Gradle etc.\nVery good understanding of ITIL framework and processes. ITIL certification is preferred.\nWorking knowledge/experience on Linux - preferred but not must\nAble to share ideas with the team and self-confident.\nGo-getter and solution-oriented personality\nVery quick learner and keen to learn new things\nReliable & accountable individual who can manage client interaction\nA continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working\nHaving worked in a fast paced, dynamic environment\nEmpathy and the ability to communicate both internally and externally\nAbility to multi-task, work under pressure and to tight deadlines\nPositive ‘can-do’ attitude, team player\nEfficient and Proactive","description_format":"text","description_chars":2741,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-30T08:38:45Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.431,"p_room":0.45,"age_days":47,"expected_fill_days":30,"reasons":["conf:0","win:tail"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/pmc-support-analyst-l2","json_url":"https://alion.io/job/pmc-support-analyst-l2.json","meta":{"generated_at":"2026-11-04T01:16:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1925,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":450232},"rest":"https://alion.io/mcp/rest/get_company?id=450232"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpmc-support-analyst-l2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpmc-support-analyst-l2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpmc-support-analyst-l2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pmc-support-analyst-l2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpmc-support-analyst-l2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3512506}},{"tool":"search_jobs","arguments":{"company":"pmccommerce.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3512506},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}