Job Description

Job Summary

Provide L1 and L1.5 application support for enterprise systems by handling incidents, performing initial troubleshooting and analysis, and coordinating with internal teams and vendors to resolve issues within SLA. This role requires strong problem-solving skills and the ability to work in an international support environment.

Job Responsibilities

Log and manage incidents and service requests from clients
Provide first response and perform initial troubleshooting and analysis
Investigate issues and provide resolution or workaround within SLA
Escalate and coordinate with development, infrastructure, and vendors when required
Follow up on incidents and ensure timely resolution and communication with clients
Support clients during critical issues impacting operations
Maintain and update knowledge base and troubleshooting