Role Requirements and Responsibilities:

Application Support & Incident Management

• Serve as the first point of contact (L1) for application incidents raised via ticketing systems.
  

• Triage, categorise, and prioritise incoming support requests based on defined SLA guidelines.
  

• Resolve known issues using standard operating procedures (SOPs) and knowledge base articles.
  

• Escalate unresolved or complex incidents to L2/L3 teams with well-document...