Opportunity Description
Responsibilities:
• Receive and log incidents and service requests through the helpdesk/ticketing system.
• Perform initial analysis (first-level diagnosis) and provide immediate solutions for issues that can be resolved at the first level.
• Escalate complex issues to the relevant teams/departments for further investigation and resolution.
• Ensure all incidents and service requests are handled within the agreed SLA (response and resolution time).
• Conduct testing after fixes, patches, or deployments to ensure applications are functioning properly.
• Monitor daily application performance (core and non-core systems) to detect potential issues proactively.
• Develop and maintain documentation and knowledge base for common issues (FAQ/SOP).
• Ensure data security and confidentiality during incident handling processes.
• Provide operational support, including on-call support outside working hours when requi...