Application Support & Incident Management
• Receive, analyze, troubleshoot, and resolve application incidents reported by customers or detected through monitoring systems.
• Perform root cause analysis for major or recurring incidents and identify corrective and preventive actions.
• Provide workarounds or solutions within agreed service level commitments.
• Escalate unresolved issues to Development, Infrastructure, Product, or other relevant teams with sufficient diagnostic evidence.
Monitoring & Operational Support
• Monitor application health, alerts, dashboards, and operational reports.
• Validate alerts, distinguish false positives from real issues, and assess business impact before initiating the incident process.
• Analyze logs, transaction flows, system behavior, and available evidence to identify potential causes.
• Support production stability, service availability, and day-to-day operational activities.
Ticket & Service Request Management
• Receive, log, categorize, prioritize, and manage incidents, service requests, bugs, and operational tasks in the ticketing system.
• Prioritize tickets based on severity, urgency, and business impact.
• Track, follow up, communicate status, and maintain ticket quality until closure.
• Ensure compliance with agreed SLA and operational KPI requirements.
Customer Communication & Coordination
• Act as a communication bridge between customers and technical teams.
• Communicate with customers through tickets, email, chat, calls, and meetings as required.
• Provide clear and timely incident updates, action tracking, and resolution progress.
• Coordinate with multiple stakeholders during incident resolution, change implementation, and support activities.
Change Request & Enhancement Support
• Participate in clarification and impact analysis for change requests and minor enhancements within the assigned support scope.
• Support estimation, implementation coordination, testing, validation, and post-implementation checks.
• Contribute to small-scale enhancements or mini-projects based on the customer plan and agreed team responsibilities.
Testing & Quality Support
• Execute predefined UAT, client testing, regression testing, and release validation scenarios.
• Verify bug fixes and document test results, reproduction steps, and supporting evidence.
• Log defects with sufficient detail and coordinate follow-up with relevant teams.
Documentation & Knowledge Management
• Create and maintain SOPs, runbooks, knowledge base articles, and operational documentation.
• Document incident resolutions, root causes, workarounds, and lessons learned.
• Continuously improve support documentation to increase self-service capability and reduce resolution time