Business Support Engineer at Cecure Intelligence Limited

Role Summary 

The Business Support Engineer (BSE) II serves as a critical escalation point and quality guardian within CIL’s support ecosystem. Operating across diverse arms—including Cloud Platform Operations (CPO), Security Operations (SOC/CSO), and Application Support—this role balances active Service Delivery with strategic Service Design and Assurance. Beyond resolving complex Level 2 technical incidents, the Business Support Engineer II is responsible for maintaining Service Handbooks (Runbooks), driving Service Improvement Plans (SIP), and actively contributing to the CIL Academy through the mentoring of interns and junior staff.

Key Responsibilities

Service Delivery & Incident Management (Level 2)

• Incident Resolution: Handle complex technical escalations from Level 1 support regarding cloud infrastructure, application errors, or security alerts (MDR/SOC).
• Root Cause Analysis: Perform deep-dive troubleshooting to identify the root cause of recurring incidents, ensuring permanent fixes rather than temporary workarounds.
• Specialized Support: Provide targeted support for specific operational arms, such as executing vulnerability scans (CSO), managing firewall rules, or debugging application logs.

Service Design, Assurance & Documentation

• Service Design: Collaborate with the Technical Presales and Engineering teams to assist in designing support models for new client deployments.
• Service Assurance: Monitor service performance against defined SLAs/OLAs, conducting regular health checks to ensure high availability and reliability.
• Service Handbooks (Runbooks): Create, update, and maintain detailed Service Handbooks and Standard Operating Procedures (SOPs) to ensure knowledge is captured and processes are repeatable.

Continuous Improvement (SIP)

• Service Improvement Plans (SIP): Proactively identify bottlenecks or inefficiencies in support workflows and propose actionable improvement plans.
• Automation: Work with the engineering team to automate repetitive maintenance tasks, reducing manual effort and human error.

CIL Academy & Mentorship

• Mentoring: Act as a technical mentor for Business Support I engineers and the learners in the Academy, guiding them through complex problem-solving and best practices.
• Internship Coordination: Supervise CIL Academy interns within the support unit, assigning practical tasks, reviewing their output, and facilitating their transition into professional workflows.

Key Performance Indicators (KPIs)

• Resolution Efficiency: Average Time to Resolve (MTTR) for Level 2 escalations.
• Service Reliability: Adherence to Service Assurance metrics (e.g., uptime, backup success rates) for assigned accounts.
• Documentation Quality: Frequency and accuracy of updates to Service Handbooks and Runbooks.
• Mentorship Impact: Progress and performance ratings of assigned interns and mentees.

SIP Execution: Successful implementation of at least one Service Improvement initiative per quarter.