Ensure SLA compliance and maintain high availability of business-critical applications/systems
Take ownership of application downtime incidents and act as the primary escalation point during outages
Leverage a strong development background to better understand application behavior, logs, and issue diagnosis
Possess thorough understanding of Software Development Life Cycle (SDLC) to align support with build, release, and production cycles
Manage major incidents with clear, timely stakeholder communication
Oversee end-to-end application support lifecycle (incident, problem, change coordination)
Use tools like ServiceNow for ticket tracking, prioritization, and SLA monitoring
Perform issue triage with leads/technical teams to identify root causes and drive resolution
Lead cross-functional teams (L2/L3, infra, vendors) for efficient incident management
Plan and execute preventive & corrective maintenance
Track and improve incident trends, recurring issues, and service performance
Develop MIS/operational reports and dashboards (Excel)
Drive service reviews and continuous improvement initiatives
Maintain documentation, SOPs, and service logs
Demonstrate strong stakeholder management across business and IT teams
Mentor team on incident handling, RCA quality, and support best practices |
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