Job Description

Key Responsibilities

• Assist in monitoring application health, alerts, and system performance
• Identify and report issues or anomalies to L1/L2 teams in a timely manner
• Support system health checks and routine operational tasks
• Monitoring and Tracking application/platforms/system for issues through to resolution, within agreed time limits Log, track, and update incidents/service requests in ITSM tools (e.g., Jira, Helix)
• Support incident triaging and ensure proper categorization and prioritization
• Assist in resolving low-complexity issues under supervision
• Maintain and update SOPs, knowledge base articles, and runbooks
• Document known issues, workarounds, and resolutions
• Support access provisioning and basic administration tasks where applicable
• Participate in system checks and reporting activities
• Understanding of operating systems (Linux/Windows basics)
• Basic knowledge of databases (SQL)
• Familiarity with APIs, web applications, and client-server architecture
• Exposure to scripting (Python, Shell) is an advantage

Person Specifications

• Undergraduate in IT, Computer Science, Software Engineering, or related field
• ITIL processes: Incident, Problem, Change, and Service Request Management
• Application monitoring tools and ITSM platforms
• Basic cloud/infrastructure concepts (AWS/Azure exposure is a plus)
• DevOps practices, deployments, and production support workflows