About the role
Provide end-to-end application support, ensuring timely resolution of incidents, service requests, and production issues.
Monitor, troubleshoot, and resolve application issues while performing root cause analysis and implementing preventive measures.
Support ITIL processes, including Incident, Problem, and Change Management, to ensure service quality and operational stability.
Collaborate with business users, particularly in the logistics domain, to understand issues and deliver effective technical solutions.
Perform SQL queries and database analysis using MySQL or other RDBMS platforms for troubleshooting and data validation.
Utilize support tools such as ServiceNow and JIRA to manage tickets, track issues, and maintain support documentation.
Participate in debugging, automated testing, system validation, and release support activities.
Ensure adherence to SLAs while effectively managing multiple priorities in a fast-paced production support environment.