Description

Key Responsibilities:

1. Provide expert-level troubleshooting and resolution for complex technical issues.

2. Provide Level 1/Level 2 support for applications and systems.

3. Monitor system performance and proactively identify potential issues.

4. Respond and resolve incident tickets/change requests/service requests within defined SLAs.

5. Perform root cause analysis and implement preventive measures.

6. Collaborate with development and infrastructure teams for issue resolution.

7. Create, maintain and update knowledge base for known issues and support documentation.

8. Participate in on-call rotation and provide after-hours support as needed.

9. Participate in client meetings and status reviews.

10. Ensure compliance with ITIL processes (Incident, Problem, Change Management).

11. Support in application deployment activities, patching and upgrades.

12. Identify the improvement areas/manual activities & work on process improvements/automation.

13. Communicate effectively & provide timely updates to stakeholders and end-users.

14. Manage client escalations and have effective communication with client in calls as required

Key Skills

Education

Any Gradute