Resolve Level 2 technical incidents and service requests in accordance with SLA, operational procedures, and escalation processes.
Monitor system and application performance, perform preventive maintenance, and proactively identify potential issues.
Support daily IT operations, including service monitoring, health checks, incident management, and operational reporting.
Manage incidents and service requests throughout their lifecycle, ensuring proper documentation, escalation, resolution, and closure within ITSM standards.
Collaborate with L1 teams on issue resolution and escalate complex cases to L3 teams when necessary.
Maintain technical documentation related to incidents, troubleshooting, maintenance, deployments, and operational activities.
Communicate incident status, service impacts, and resolutions effectively to internal stakeholders and clients.
Support Incident, Problem, and Change Management processes to ensure service stability and continuous improvement.
Contribute to knowledge sharing, onboarding, and team capability development initiatives.
Assist with deployments, upgrades, patching, and service restoration activities while ensuring operational stability and process compliance.
Job Requirements
Diploma/Bachelor's degree in Computer Science, Information Technology, or a related field, with 1-2 years of experience in IT Operations, Application Support, System Support, or Production Support.
Hands-on experience in operational support and production issue handling.
Understanding of application architecture, databases (MySQL, PostgreSQL, MongoDB), networking, and Linux environments.
Basic scripting skills using Bash or Python for automation and troubleshooting.
Proficient in Excel and able to communicate through technical documentation in English.
Experience in troubleshooting, system diagnostics, maintenance, service restoration, and escalation handling.
Familiar with ITSM practices, including Incident, Service Request, Change, and Problem Management.
Understanding of SLA management, incident prioritization, escalation processes, and service recovery.
Experience with ticketing platforms such as ServiceNow, Jira Service Management, GLPI, Freshservice, or similar tools.
Familiar with monitoring and alerting tools; exposure to Grafana or Prometheus is a plus.
Strong operational mindset with focus on service ownership, documentation, monitoring, and SLA
Good communication, teamwork, and stakeholder management skills.
Able to prioritize multiple tasks effectively in a fast-paced operational environment.
Detail-oriented, accountable, and committed to continuous learning and improvement.
Contributes to knowledge management through documentation, procedures, and troubleshooting guides.
