Provide first‑line (Tier 1) support for enterprise applications, responding to incidents and service requests from global users
Perform initial diagnosis, troubleshooting, and resolution using documented procedures and runbooks
Accurately log, categorize, prioritize, and update tickets in the service management system
Escalate incidents to Tier 2 or Tier 3 teams with clear diagnostics and supporting information
Operate as part of a global follow‑the‑sun support model, ensuring seamless handover between regions
Document incident status, actions taken, and next steps to support effective regional transitions
Adhere to agreed shift patterns and coverage schedules to maintain continuous service
Monitor queues, alerts, and dashboards to ensure timely response and resolution
Manage user communications, providing clear updates on status, workarounds, and resolutions
Support major incidents by performing triage, communications, and coordination tasks as directed
Monitor application alerts, batch jobs, and operational dashboards
Perform routine operational checks to confirm system availability and performance
Follow established support documentation, knowledge articles, and procedures
Contribute to knowledge base updates by documenting new issues and resolutions
Support continuous improvement by identifying gaps in documentation or processes
Ensure all activities align with ITIL‑based service management processes
Support service reporting through accurate ticket updates and categorization

Experience providing Tier 1 application or service desk support
Familiarity with:
Incident, problem, and request management processes
Service management tools (e.g., ticketing systems, monitoring dashboards)
Basic application troubleshooting and log review
Ability to follow structured troubleshooting and escalation procedures
Hands on Experience in IT operations, application support, or service desk roles
Experience working in a 24x5 or 24x7 global support environment is preferred
Experienced in application support, Service Now ticketing tool, Microsoft Office, Microsoft Exchange, Active Directory account management and User access requests
Exposure to enterprise or financial services applications is a plus
Strong customer service and communication skills
Ability to work calmly and effectively under pressure
High attention to detail and process discipline
Willingness to work shifts as part of a global support model
Strong team collaboration and handover practices
Bachelor’s degree in Information Technology, Information Systems, or equivalent experience
ITIL Foundation (or willingness to obtain)
Entry‑level technical certifications are a plus

Senior Technology Service Management Analyst

Key skills