IT Application Support (Rotational Shift) Contract

Responsibilities:

• Provide L1/L2 application and technical support for business critical applications in a 24x7 operational environment.
• Monitor application health, system availability, alerts and support queues to proactively identify potential issues.
• Respond to production incidents, service requests and application related issues within agreed SLA timelines.
• Perform initial investigation, troubleshooting and root cause analysis for application incidents.
• Escalate complex or unresolved issues to relevant infrastructure, development, database or vendor teams.
• Create, update and manage incidents and service requests through ServiceNow.
• Ensure accurate documentation of incidents, troubleshooting activities, resolution steps and closure details.
• Provide support for Windows Server, Active Directory, Group Policy, Microsoft 365, Azure AD and SCCM environments where required.
• Troubleshoot hardware, operating system, network and application dependencies affecting application availability.
• Support compliance activities involving BitLocker, antivirus, SCCM and other endpoint security controls.

Responsibilities:

• Bachelors degree in computer science or similar relevant education background preferred
• 6+ years of experience in IT application or technical support.
• Strong experience in production application support and incident management.
• Experience working in a 24x7 support or shift based environment.
• Good troubleshooting skills across application, operating system, infrastructure and network layers.
• Hands on experience with ServiceNow or another ITSM platform.
• Experience working with business users and technical teams to resolve production issues.
• Strong vendor management and escalation experience.
• Good understanding of Windows Server, Active Directory, Azure AD and Microsoft technologies.
• Experience supporting business critical or specialized applications.
• Strong documentation, communication and stakeholder management skills.
• Open to work in shift timings - 6am - 3.00pm / 2.00pm - 11.00pm / 10.00pm - 7.00am