Key Responsibilities

Application Support Operations

- Provide 247 production support for business-critical applications.
- Monitor application uptime, stability, and operational continuity.
- Follow shift handover processes and escalation matrix.

Incident & Service Request Management

- Log, track, and manage incidents in ServiceNow.
- Perform incident classification, impact assessment, and initial troubleshooting.
- Escalate issues to L2/L3 or vendors when required.
- Handle user access, configuration, and operational requests via ServiceNow.
- Ensure SLA compliance and proper ticket closure documentation.

Monitoring & Troubleshooting

- Monitor application dashboards, batch jobs, integrations, and alerts.
- Perform proactive issue identification and ticket creation.




- Support service restoration during P1/P2 incidents and war room calls.

Problem, Change & Release Support

- Assist in RCA preparation and maintain workaround documentation.
- Support change validation, deployments, and post-implementation monitoring.
- Ensure adherence to ITSM and change management processes.

Documentation & Governance

- Maintain SOPs, runbooks, shift handovers, and MIS reports.
- Ensure audit readiness and proper ServiceNow documentation.
- Follow SLA, RACI, and escalation governance standards.

Kind Regards,

Chaitrali Deshpande

[email protected]

📌 Application Support Engineer (Ahmedabad)
🏢 RigvedIT
📍 Ahmedabad