Provide Level 2 and Level 3 technical support
Analyze and resolve complex incidents escalated from Level 1
Manage high-priority or specialized issues involving external vendors and development teams
Ensure continuous service availability through effective incident management
Document solutions and best practices in the internal knowledge base
Deliver tailored training sessions for back-office users
Supervise and support Level 1 support teams (e.g., GBS India)
Lead assigned maintenance initiatives for learning applications
Serve as the primary contact for your assigned Academy
Identify opportunities to improve tools and processes and propose enhancements

In-depth knowledge of learning applications and related technologies (at least LMS/TMS)
Experience providing ITIL-aligned Level 2 and Level 3 support
Familiarity with incident and change management tools and processes
Hands-on experience with interface technologies (flat files, APIs, etc.)
Proven experience managing corrective maintenance projects
Ability to coordinate remote teams, particularly offshore support (e.g., GBS India)
Skilled at delivering technical training to non-technical users
Excellent written and verbal communication skills for cross-functional collaboration
Comfortable working in an English-speaking environment
Proactive: anticipates issues and takes initiative to resolve them
Analytical: strong ability to assess complex situations and identify efficient solutions
Rigorous: detail-oriented with a strong commitment to process adherence
Adaptable: able to manage shifting priorities in a dynamic environment
Team player: collaborates effectively with stakeholders across the organization
User-focused: committed to improving user satisfaction and experience

Technical Learning Support Specialist

Key skills