Role description
L1/L2 Escalation Analyst
Experience: 3–5 years
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
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
