Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure
Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool
Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensure all incidents and problems are proactively managed - Prioritizing numerous issues of varying severity and escalating issues as appropriate to necessary teams and management
Collaborate with the development team in identifying resolutions and transitioning of releases into production environment
Adopt standard Incident ...
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