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