Investigate and resolve application-related incidents through the organization’s ITSM platform; escalate or forward tickets to internal IT teams or external vendors when necessary
Monitor the performance and availability of business applications, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents
Handle user requests (service requests) in line with the service catalog and SLA specifications; provide technical support to end-users and central departments
Collaborate with development teams and vendors to support system upgrades, maintenance, and application updates
Prepare and maintain documentation such as user manuals, FAQs, and training materials
Generate incident and SLA performance reports, and contribute to operational reporting
Requirements
Bachelor’s in Computer Science, Information Technology, Engineering, Business, or related fields
2–5 years in application support or IT operations
Knowledge of SLA management, service catalogs, and reporting tools
Familiarity with SQL, scripting, monitoring, or automation tools
ITIL Certification (Preferred)
Understanding of cloud-based applications, software architecture, and cybersecurity fundamentals
Experience with ITSM tools (e.g., ServiceNow), SAP, and observability platforms
