Role Descriptions: Provide L1/L2 application and technical support to end users.Analyze| troubleshoot| and resolve incidents| service requests| and system issues within defined SLAs.Monitor application performance and system health to identify and address potential issues proactively.Coordinate with development| infrastructure| and business teams for issue resolution and root cause analysis.Document incidents| resolutions| known errors| and support procedures.Perform impact analysis and support testing during application releases and deployments.Maintain ticket queues and ensure timely updates through ITSM tools such as ServiceNow| Remedy| or Jira.Prepare and maintain operational reports| dashboards| and support metrics.Participate in on-call support and production support activities as required.Ensure compliance with organizational processes| security policies| and best practices.
Essential Skills:
Provide L1/L2 application and technical support to end users.Analyze| troubleshoot| and resolve incidents| service requests| and system issues within defined SLAs.Monitor application performance and system health to identify and address potential issues proactively.Coordinate with development| infrastructure| and business teams for issue resolution and root cause analysis.Document incidents| resolutions| known errors| and support procedures.Perform impact analysis and support testing during application releases and deployments.Maintain ticket queues and ensure timely updates through ITSM tools such as ServiceNow| Remedy| or Jira.Prepare and maintain operational reports| dashboards| and support metrics.Participate in on-call support and production support activities as required.Ensure compliance with organizational processes| security policies| and best practices.
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