Key Responsibilities

Monitor, troubleshoot, and resolve application incidents in accordance with established SLAs.

Manage and coordinate incidents, problems, and service requests through ServiceNow or similar ITSM platforms.

Perform detailed root cause analysis and implement preventive measures to minimize recurring issues.

Analyze large datasets to identify trends, anomalies, and data quality issues.

Develop and execute SQL queries to investigate application and data-related problems.

Create and maintain comprehensive operational documentation, knowledge articles, and support procedures.

Collaborate with development, infrastructure, and business teams to resolve complex production issues.

Support application releases, deployments, and post-release validation activities.

Communicate effectively with stakeholders, providing timely updates and resolution status.

Participate in on-call support and operational readiness activities as required.

Required Qualifications Solid understanding of Incident Management, Problem Management, and Request Management processes.





Experience using ServiceNow or other IT Service Management (ITSM) tools.

Demonstrated ability to manage multiple priorities and work independently with minimal supervision.

Strong troubleshooting, diagnostic, and root cause analysis skills.

Excellent written and verbal communication skills.

Strong attention to detail and documentation skills.

Experience working with and analyzing large datasets.

Advanced SQL skills with strong data analysis and investigative capabilities.

Preferred Qualifications Experience with Talend or other ETL/data integration tools.

Experience with Power BI or other reporting and analytics platforms.

Familiarity with cloud platforms such as Google Cloud Platform (GCP) and/or Amazon Web Services (AWS).

Scripting and automation experience, preferably using Python.

Experience working within Agile/Scrum delivery teams.

Skills: Digital : Microsoft Power BI~ORACLE SQL

Experience Required: 8-10

LOCATION: HYDERABAD

WORK FROM OFFICE

📌 ServiceNow-ITSM (Hyderabad)
🏢 VMC Soft Technologies
📍 Hyderabad