IT Support Specialist - Incident Resolution

Job Title :

IT Support Specialist - Incident Resolution

We are seeking an experienced IT Support Specialist to join our team remotely in India.

• This role involves monitoring system health, conducting routine checks, and proactively addressing issues.
• You will investigate and resolve complex incidents escalated from L1 support teams, perform root cause analysis, and ensure resolution within SLA guidelines.
• A strong communication and proactive mindset are essential as you navigate challenges and drive continuous improvement across the stack.

Key Skills & Experience :

About the Role :

This is a vital link between frontline support (L1) and advanced technical teams (L3), ensuring the reliability and performance of systems built on Spring Boot, Java, Microservices, and SQL.

Your day will involve identifying recurring problems, collaborating with development teams to implement lasting fixes and solutions for optimization, and supporting change management by testing and deploying patches, validating functionality, and managing rollbacks when needed.

Documentation and reporting are key – maintaining SOPs, updating knowledge bases, and tracking system performance trends. You will work closely with business users and technical teams, aligning on priorities and ensuring compliance with ITIL processes and audit requirements.