Back to jobsPrimary responsible to handle all Incident tickets that are raised, through to closure
Troubleshoot, diagnose and resolve application-related issues reported by Users, ensuring timely resolution and minimal impact on productivity
To conduct root cause analysis of an issue and post-mortem to identify and prevent the same issue happening in future
Documenting the solutions and workarounds for future reference
Collaborate with various teams, including Developers and Infrastructure teams to resolve complex issues and implement long term solutions
Assist in Operational tasks such as day-to-day support
Escalate critical and unresolved issues to higher level support teams and actively follow up on the progress until the problem is resolved
Report status and progress to technical lead/manager on a regular basis
Work with the technical lead/manager to ensure the technical support provided to users/testers is within the agreed SLA (24 x 7)
Maintain a positive mindset to provide continuous support and the application of tools for monitoring, management and optimization of support
Participate in enhancement of the applications (including documentation and testing)
Present and provide regular updates on work matters to team and users / customers
Prepare/ update the relevant documentations related to the project / change appropriately
Support application testing investigations in testing environments
Support annual industry testing, testing regulatory requirements, VAPT (Vulnerability Assessment Pen Test), APT (Application Pen Test), APIPT (API Pen Test) in testing environments and production environments
Assist in deploying applications to testing and production environments
Perform standby duty (24x7) on rotational basis