Job highlights

- Experience in ITIL-aligned incident management and technical investigation with domain exposure to Supply Chain/CTRM

- Manage incident lifecycle, troubleshoot production issues, coordinate fixes, and communicate with stakeholders

Key Responsibilities

- Understand and operate within SLA (Service Level Agreement) frameworks; ensure incidents and requests are handled within agreed response and resolution timelines.

- Client-facing role requiring the ability to access applications, reproduce issues, troubleshoot problems, and provide effective solutions to customers

- Track tickets end-to-end, follow defined escalation paths, and ensure timely handoffs to engineering, infrastructure, or vendor teams when required.

- Triage and resolving production issues with strong troubleshooting skills and a calm, quick-thinking approach.

- Actively monitor the cloud-based SaaS application and integration/interface points with other applications; identify and mitigate potential issues proactively.

- Send stakeholder communications and periodic reports on threshold breaches and system health conditions.

- Escalate repeated health conditions; raise, track, and support problem tickets through root-cause analysis and permanent remediation.

- Prioritize issues by business impact and urgency; communicate resolution plans, ETAs, and risks to relevant stakeholders.





- Analyze incidents, replicate issues where possible, and provide resolution or workaround until permanent fixes are deployed.

- Coordinate emergency fixes and data patches when necessary, ensuring proper approvals, validation, and rollback readiness.

- Collaborate with cross-functional teams to identify root causes and coordinate deployments/changes required to restore stability.

- Document incident resolution steps, root cause, and preventive actions; contribute to knowledge base/runbooks to avoid recurrence.

Required Skills & Competencies

- Robust understanding of IT support processes: incident management, ticket tracking, prioritization, and escalation methods (ITIL-aligned).

- Hands-on capability to perform technical investigation using log in to the application, logs, alerts, and monitoring signals to isolate root cause and impact.

- Excellent written and verbal communication for incident updates, stakeholder management, and status reporting.

- Ability to work in a production support environment, manage multiple priorities, and drive issues to closure.

- Strong documentation discipline (RCA notes, workaround steps, runbooks/knowledge articles).

- Domain exposure to Supply Chain / CTRM.

Share your updated resume to [email protected]

📌 Application Support Engineer (Bengaluru)
🏢 Intelli Search Services
📍 Bengaluru