Job Description

Responsibilities:

  • Own ticket lifecycle: create, investigate, update, resolve incidents/service requests using runbooks, ensure SLA compliance.

  • Identify potential Major Incidents, trigger escalation, join bridges, and provide structured updates (impact, scope, findings, next actions).

  • Perform initial application/API troubleshooting beyond basic checks: error/latency analysis, dependency triage, log-based diagnosis.

  • Use AppDynamics and Azure App Insights to analyze performance and availability

  • Maintain detailed work logs, update/create runbooks/KB articles, propose alert tuning and monitoring improvements.

  • Support change/maintenance windows (alert suppression/reactivation) and validate pre/post health.

Must-Have

  • Experience: 6–7+ years in NOC/Production Support/Application Support/Operations.

  • Inci...

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