• Providing an production support in applications, servers for North American Healthcare clients using service now and informing the appropriate teams, in advance, or on receipt of alerts triggered as a result of their normal functioning, being affected• Creating incident as part of incident manager, update work logs, prioritize and categorize the incident and engage support teams as required for Critical and High priority tickets to drive towards closure• Managing user escalations for Incidents and user service requests and ensuring correct execution of Incident Management Processes• Part of the Global team to triage higher priority incidents for other clients on AWS & Middleware• Executing JVM restarts for resolve any service failure issues• Silencing the alerts or monitors of an application or a server that could be triggered, due to upgrades, maintenance or down alerts, after receiving the nod from the respective• application/support team• Responsibility in the project is to monitor Servers, Applications and ticketing, coordinating the incidents, reporting incident matrix, performing various mainframe jobs.• Experienced with monthly server patching activities & familiar with executing scripts.