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Job Overview:
Key Responsibilities
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.
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.
Release, Deployment & Configuration Management
Workplace Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.
Communication & Stakeholder Management
Status Updates: Provide explicit, timely, and exact 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.
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