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Job Overview:
Key Responsibilities
1. Incident & Problem Management
- Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
- Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.
- Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.
2. Monitoring, Observability & Preventive Maintenance
- Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
- Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.
3. Release, Deployment & Configuration Management
- Environment Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.
4. Communication & Stakeholder Management
- Status Updates: Provide explicit, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.
- Bridges & War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.
- Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.
5. Documentation & Knowledge Management
- Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.
Required Technical Skills
- Scripting & Automation - Proficiency in writing and debug
📌 Application Support Engineer (Pune)
🏢 Citi
📍 Pune