Key Responsibilities :

- Act as a Subject Matter Expert (SME) for IT application support across the organization.

- Manage and coordinate incident, problem, and change management processes following ITIL best practices.

- Provide advanced troubleshooting and resolution for critical application issues.

- Collaborate with development, infrastructure, and business teams to ensure timely resolution of incidents and service requests.

- Drive continuous improvement initiatives for application support processes and service delivery.

- Develop and maintain application support documentation, runbooks, and knowledge base articles.

- Monitor application performance and SLAs, proactively identifying areas for improvement.

- Mentor and guide junior support staff and act as a point of escalation for complex issues.

- Participate in application upgrades, patching, and release management activities.

Technical Skills Required :

- Strong knowledge of ITIL framework and service management processes.

- Expertise in incident, problem, and change management for enterprise applications.

- Hands-on experience in IT application support across multiple platforms.

- Knowledge of service delivery metrics, SLA monitoring, and reporting.

- Familiarity with ticketing and monitoring tools.

- Excellent troubleshooting, root cause analysis, and documentation skills.

Experience :

- Minimum 7+ years of experience in application support or IT service management roles.

- Proven experience as an SME for enterprise applications.

- Experience in ITIL-aligned service delivery and process improvement initiatives.

Education :

- Bachelor's degree in Computer Science, Information Technology, or related field.

- ITIL certification is highly preferred