Acted as a point of contact (level 2+) for end-users reporting issues, requesting information, access or other services. Used SQL queries to validate data in the back-end and verify changes. Worked on enhancements for existing applications.Performed root cause analysis, troubleshooting and resolution of support inquiries.Provided resolution to issues or escalation of incidents to engineers within defined SLA’s. Ensured traceability for problems and their resolution.Worked on regular production support activities that included:Job monitoring and recovery of abended jobs.Resolution of incident tickets & customer queries.Reporting application related issues to the development team.Small Enhancements.Created and maintained operational support documentation and added to the team knowledge base.Diagnosed and resolved technical problems as directed.Technical Administration within ITSM tools such as ServiceNow and JIRA using ITIL best practices.Created automated workflows as part of service delivery.Liaised with business and development teams.Monitored production tickets and categorized incidents based on category and reported repeated issues in a timely manner. Performed backend testing for fixes and small enhancements.