• Managing cases, requests, and enhancements using online tools and processes and ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner.• Experienced working in SLA-based 24*7 Application Support projects and knowledge of Application Support processes - SLA-based services, Incident Management, Change Management, Problem determination, workaround resolution, root cause analysis, primary incident management, and I have good Knowledge of ITIL Processes.• Create productive relationships with and between key stakeholders so that best and in time, solutions can be provided to the customer and ensuring that solution and support documentation is maintained to the highest quality and accuracy.• Coordinating with the implementation team by following standard procedures for the proper escalation of unresolved issues, preparing accurate and timely Incident reports, and ensuring useful recordings and closure of all issues.• Defining and upgrading new processes according to the requirement of the product and customers.• Monitoring and managing workflow or daily targets to assure perfection in operational tasks.