About the Role
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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