▪ Own and manage the Incident Management and Service Request life cycleon behalf of clients.▪ Investigate and diagnose Incidents within the production environment forassigned programs.▪ Classify and assign each request as an Incident or customer service requestin the service management tracking system.▪ Conduct impact analysis for production issues and prioritize tasks using ITILestablished processes.▪ Manage, track, and prioritize customer requests and enhancements withproduct owners using agile development methodology.▪ Generate reports, handle data requests, and fulfill ad-hoc responsibilitieswithin the assigned scope.▪ Provide production support, manage On-call dues, and handle majorincidents as part of the customer service team.▪ Contribute to building and updating the knowledge base, collaborating withthe application engineering team on knowledge transfer activities.▪ Create and execute test cases and scenarios as required.

▪ Supervise and provide guidance to new staff members, ensuring they meetperformance standards and objecves.▪ Develop and implement proacve strategies to prevent technical issues andimprove operaonal efficiency.▪ Act as the acng team leader during crical and significant cases, ensuringmely resoluon and effecve communicaon within the team.▪ Idenfy and establish root causes of system errors, escalang seriousconcerns to the appropriate teams for resoluon.▪ Prepare, maintain, and update reports for each applicaon handled,documenng key metrics and performance indicators.

Collaborate with various development teams within the IT department toaddress issues impacng system producon stability.▪ Ensure the funconality and performance of applicaons to meet businessrequirements and user expectaons.▪ Analyze the impact of incidents on system stability and performance, andprepare detailed reports documenng findings and recommendaons.▪ Communicate effecvely with stakeholders to provide updates on incidentanalysis and resoluon progress.▪ Implement measures to proacvely idenfy and migate potenal risks tosystem stability.▪ Parcipate in cross-funconal teams to improve system reliability andopmize performance.

▪ Identify and resolve technical issues to ensure smooth operation of systemsand applications.▪ Ensure that applications meet service level agreements (SLAs) with endusers regarding performance and availability.▪ Participate in on-call rotations to provide support and address criticalissues outside regular business hours.▪ Collaborate with cross-functional teams to troubleshoot and resolvecomplex technical problems.▪ Document and track issues, resolutions, and operational procedures tomaintain a knowledge base for future reference.▪ Communicate effectively with end-users and stakeholders to provideupdates on issue resolution and ensure customer satisfaction.▪ Proactively identify areas for improvement in systems and processes toenhance overall operational efficiency.