Job Description
* Review and understand incident tickets raised by clients or internal users, and work closely with functional Subject Matter Experts (SMEs) to determine appropriate resolutions and expected completion timelines.
* Track, manage, and follow up on incident tickets to ensure issues are resolved within agreed service levels.
* Document and communicate ticket details clearly, including problem symptoms, investigation findings, root causes, resolutions, and estimated timelines.
* Serve as a coordination point between clients/users and internal technical or functional teams to facilitate issue resolution.
* Respond to client and user inquiries by liaising with relevant internal teams to ensure accurate and timely updates are provided.
* Assist in troubleshooting system issues and elevate complex cases to appropriate teams when necessary.
* Maintain proper documentation of incidents, resolutions, and knowledge articles for future reference.
* Support continuous improvement of incident management processes and communication workflows.
Requirements / Required Skills
* Basic understanding of the Software Development Lifecycle (SDLC).
* General knowledge of 3-tier system architecture (presentation, application, and database layers).
* Ability to quickly acquire and apply functional knowledge of systems and business processes.
* Strong communication and interpersonal skills, with the ability to clearly explain technical issues to external clients or users under guidance.
* Proactive mindset with strong problem-solving abilities and willingness to collaborate across cross-functional teams.
* Good organizational skills with the ability to manage multiple tickets or requests simultaneously.
Preferred
* Prior exposure to application support, incident management, or helpdesk environments.
* Experience working with ticketing systems such as ServiceNow, Jira, or similar tools.
#J-18808-Ljbffr