Application Development L1

Job Summary (List Format) :

• Provide Level 1 support for Application & User Management, including user management and ticket handling.
• Handle Level 2 tickets for incidents, problems, changes, and requests based on reported issues.
• Monitor and route Level 1 tickets to appropriate teams.
• Manage Priority 1 (Major Incident Management) issues and act as a primary point of contact for all service-impacting issues.
• Coordinate with internal teams and external vendors during implementations, deployments, and upgrades.
• Ensure adherence to processes and drive continuous improvements.
• Track, monitor, and report on all tickets for auditing purposes.
• Utilize ServiceNow (SNOW) or Salesforce for incident management and ticketing.
• Maintain strong communication and stakeholder management skills.
• Possess foundational understanding of ITIL and service operations.
• Demonstrate a logical, process-oriented approach with the ability to adapt and learn quickly.
• Basic application support and user management knowledge is a plus.
• ITIL Foundation certification required; additional ITIL certifications are advantageous.