JOB SUMMARY:

MAJOR DUTIES AND RESPONSIBILITIES:

• Triage incoming tickets, ensuring proper categorization, prioritization, and assignment
• Resolve standard L1 service requests, incidents, and known issues following defined procedures
• Escalate incidents to L2/L3 teams based on severity, impact, and escalation criteria
• Monitor and manage ticket queues to ensure SLA compliance for response and resolution times
• Document all troubleshooting steps, findings, and resolutions clearly within the ticketing system

• Perform initial troubleshooting, data collection, and analysis to identify issues
• Creation of basic queries or execute predefined queries and scripts to support issue investigation
• Provide end-user support by guiding users through troubleshooting steps and resolving technical issues
• Follow standard operating procedures (SOPs) and runbooks for incident resolution

• Monitor application performance, system alerts, and availability using monitoring tools
• Respond to alerts and correlate events with incidents to detect and address potential issues proactively
• Support production systems with a focus on system uptime, transaction accuracy, and service continuity

• Coordinate with L2/L3 support teams for timely resolution of complex issues
• Provide detailed information, logs, and observations to support escalation and root cause analysis efforts
• Support validation activities following deployments or releases as needed

• Maintain and update knowledge base articles for recurring issues and resolutions
• Contribute operational data and inputs to support reporting and continuous improvement efforts
• Ensure accurate and complete documentation of tickets for audit and knowledge-sharing purposes
• Collaborate with L2/L3 teams on RCA documentation

• Handle sensitive system and user data in accordance with organizational security and compliance requirements
• Adhere to defined operational processes and contractual service obligations

• Participate in shift-based support and on-call rotations as required
• Perform other related duties as assigned

REQUIRED SKILLS:

• Basic proficiency with Microsoft Office tools (Excel, Word, Outlook, Teams)
• Proficiency in SQL for querying and analyzing application data
• Experience with ITSM tools (FreshService or similar preferred)
• Familiarity with monitoring and alerting tools
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to follow structured processes and procedures

QUALIFICATIONS:

• Experience with incident management and ticketing systems
• Experience working with system monitoring tools
• Ability to work effectively in a fast-paced, high-volume environment
• Strong attention to detail and organizational skills

EDUCATION & EXPERIENCE:

• Bachelor of Business, Science, Industrial Engineering, or Technology Management degree preferred
• 1-3 years’ experience in application support

SUPERVISORY RESPONSIBILITIES

WORK ENVIRONMENT

• While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk.
• The employee will be working and navigating on a computer.
• The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk.
• The employee may occasionally be required to lift and/or move up to 20 pounds.
• The work environment is usually moderate to loud.
• Travel may be required