Responsibilities
- Investigate and resolve application-related incidents through the organization’s ITSM platform; escalate or forward tickets to internal IT teams or external vendors when necessary
- Monitor the performance and availability of business applications, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents
- Handle user requests (service requests) in line with the service catalog and SLA specifications; provide technical support to end-users and central departments
- Collaborate with development teams and vendors to support system upgrades, maintenance, and application updates
- Prepare and maintain documentation such as user manuals, FAQs, and training materials
- Generate incident and SLA performance reports, and contribute to operational reporting
Requirements
- Bachelor’s in Computer Science, Information Technology, Engineering, Business, or related fields
- 2–5 years in application support or IT operations
- Knowledge of SLA management, service catalogs, and reporting tools
- Familiarity with SQL, scripting, monitoring, or automation tools
- ITIL Certification (Preferred)
- Understanding of cloud-based applications, software architecture, and cybersecurity fundamentals
- Experience with ITSM tools (e.g., ServiceNow), SAP, and observability platforms
Benefits
- Continuous training in new technologies and tools
- Career development and growth opportunities
- Competitive bonus scheme, performance-based