About this role
• Act as the first line of support for application incidents and service requests via ServiceNow or Jira Service Desk. • Log, categorize, prioritize, and track incidents following ITIL-based processes while ensuring SLA adherence. • Provide first-call resolution wherever possible and escalate complex issues to L2/L3 with complete diagnostic details. • Monitor application health using tools like CloudWatch, Datadog, or Splunk and proactively raise alerts for anomalies. • Perform initial triage using logs, event viewers, and basic SQL validation to identify root causes. • Support end users with access issues, workflow guidance, password resets, and application usage queries. • Collaborate with technical teams during incident bridges, post-incident reviews, and change validation activities. • Maintain documentation, update knowledge base, and ensure compliance with SOPs, security policies, and ITIL practices. EA Number: 11C4879 Reg. ID : R26161692
RECRUIT EXPRESS PTE LTD