Job Description
Job Description
Role Requirements and Responsibilities:
Application Support & Incident Management
Serve as the first point of contact (L1) for application incidents raised via ticketing systems.
Triage, categorise, and prioritise incoming support requests based on defined SLA guidelines.
Resolve known issues using standard operating procedures (SOPs) and knowledge base articles.
Escalate unresolved or complex incidents to L2/L3 teams with well-documented observations and initial analysis.
Track and update incident tickets throughout the lifecycle, ensuring timely communication to stakeholders.
Monitoring & Alerting