Summary of This Role Mandatory Skills Technical Skills • 0-2 years of experience in application support. • Basic understanding of Windows Operating Systems. • Working knowledge of SQL for querying and data validation. • Understanding of web-based applications and .NET application architecture. • Basic knowledge of IIS and application troubleshooting. • Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS). • Familiarity with cloud environments and hosted applications. • Knowledge of incident management and service request processes. • Basic understanding of monitoring and alerting concepts. Soft Skills • Strong verbal and written communication skills. • Good analytical and troubleshooting abilities. • Ability to work effectively with business users and technical teams. • Willingness to participate in bridge calls and incident resolution activities. • Strong ownership and accountability for assigned tasks. • Ability to manage multiple priorities in a fast-paced environment. • Team player with a positive learning attitude. Process Knowledge • Basic understanding of ITIL/ITSM processes. • Experience handling incidents, service requests, and user issues. • Ability to document findings, resolutions, and operational procedures. Good to Have Skills Technical Skills • Knowledge of PowerShell or Python scripting. • Exposure to cloud platforms (Azure, AWS, etc.). • Knowledge of application monitoring and observability tools. • Understanding of Site Reliability Engineering (SRE) concepts. • Familiarity with automation tools and process improvement initiatives. • Exposure to performance monitoring and log analysis tools. Process & Operational Skills • Understanding of operational metrics such as SLA, MTTD, and MTTR. • Knowledge of reporting and audit processes. • Experience creating knowledge articles and support documentation. Key Responsibilities • Provide Level 1/Level 2 support for business applications. • Investigate and troubleshoot application, database, and system issues. • Participate in incident bridge calls and assist in service restoration. • Handle user incidents, service requests, and operational queries. • Collaborate with development, infrastructure, database, and other support teams. • Monitor application health and respond to alerts. • Document resolutions, troubleshooting steps, and operational procedures. • Escalate issues appropriately and provide timely updates to stakeholders. • Identify opportunities for process improvements and automation. • Continuously learn application functionality and supporting technologies.