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