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About the Role
- Act as the first line of support for application incidents and service requests via ServiceNow or Jira Service Desk.
- Log, categorize, prioritize, and track incidents following ITIL-based processes while ensuring SLA adherence.
- Provide first-call resolution wherever possible and upscale complex issues to L2/L3 with complete diagnostic details.
- Monitor application health using tools like CloudWatch, Datadog, or Splunk and proactively raise alerts for anomalies.
- Perform initial triage using logs, event viewers, and basic SQL validation to identify root causes.
- Support end users with access issues, workflow guidance, password resets, and application usage queries.
- Collaborate with technical teams during incident bridges, post-incident reviews, and change validation activities.
- Maintain documentation, update knowledge base, and ensure compliance with SOPs, security policies, and ITIL practices.
EA Number: 11C4...
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