Job Description:
• Well versed with ITIL Concepts – Incident, Problem. Change and Release Management, Knowledge management
• Perform and manage incident and event tickets, determine priority and resolution from Level 1 escalation within defined SLA in compliance to Client’s incident management process
• Escalate incident and event tickets to Level 3 teams within defined SLA in compliance to client’s incident management process
• Perform in-depth production incident troubleshooting, fix any production incident and monitor the fixes to ensure correct resolution.
• Provide trend analysis and root cause analysis on recurring incidents and defects
• Review and plan continuous improvements to ensure smooth running of the applications
• Manage application jobs, and provide instructions to Level 1 Application Operations team for jobs recovery/execution
• Perform Service Requests (e.g. data patching, extraction of data or report, answer usage queries, etc.)
• Good to have Java/.Net