Job Description

What You Can Offer Us

• Own end-to-end incident and service request resolution for assigned applications, including triage, troubleshooting, resolution, and closure.
• Take full accountability for incident and service request outcomes, ensuring service level agreement aligned resolution and high-quality closure.
• Perform application health checks, monitoring, and execute SOPs, runbooks, and known-error workarounds to restore service quickly and consistently.
• Troubleshoot data and integration issues using queries, logs, and available tools; analyze application data and integration behavior to support incident investigation and validate data completeness, accuracy, and timing across systems.
• Collaborate with regional and global team members to support a follow-the sun model; document issues, resolutions, and workarounds to contribute to shared knowledge bases and operational documentation.
• Actively contribute to problem management by identifying recurring issues, supporting root cause analysis, driving corrective actions, and validating releases through user acceptance validation and post-deployment verification.
• Follow change, incident, and request management processes to ensure consistent and auditable operations.
• Actively learn assigned applications, integrations, and business processes to increase support effectiveness over time.
• Validate application health, data integrity, and post-release stability.
• Continuously improve runbooks, SOPs, and monitoring coverage.

What You Need to Succeed

• Bachelor’s degree in Information Systems, Computer Science, Business, or a related field required, or equivalent professional experience.
• Fluency in English required; multilingual capabilities preferred.
• Demonstrated aptitude for operations roles, including persistence in issue resolution, comfort with ambiguity, and a drive to improve system reliability through ownership, follow-through, and continuous improvement.
• Demonstrated ability to troubleshoot issues independently, drive resolution, and own outcomes.
• Experience with ticketing and service management tools such as ServiceNow or similar required, along with familiarity with ITIL-aligned processes such as incident, request, change, and problem management; ability to follow documented procedures and support standardized operations.
• Interest in automation, scripting, or process improvement to reduce manual effort and recurring incidents.
• Proven ability to independently own and resolve incidents from intake through closure. Ability to determine when escalation is required while maintaining ownership.
• Basic understanding of enterprise applications and the business processes they support.
• Proven ability to operate in moderately complex environments with multiple dependencies, supporting applications with measurable business impact and defined SLA commitments.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
• Strong written and oral communication skills, including the ability to present ideas and suggestions clearly and effectively. • Ability to work with different functional groups and levels of employees to effectively and professionally achieve results.
• A minimum of 2 years of application support, IT operations, or service delivery experience required.