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Receive, register, and process incidents and service requests within the Production IT (PIT) environment
Perform first-level analysis and classification of incidents affecting LOB applications and production systems
Execute standard troubleshooting and resolution steps based on runbooks, SOPs, and knowledge base articles
Ensure accurate ticket logging, categorization, prioritization, and documentation in the IT Service Management (ITSM) system
Provide initial resolution or apply approved workarounds to restore services as quickly as possible
Escalate complex, recurring, or critical issues to L/L support teams or responsible application/technical owners
Monitor ticket progress and ensure compliance with defined Service Level Agreements (SLAs)
Communicate incident status, updates, and resolutions to end users and production stakeholders
Support root cause identification by documenting recu...
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