Production support/ Application support

Role Overview: As a Technical Support Specialist, your main responsibility will be to provide hands-on technical support and conduct post-mortem root cause analysis following ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management. You will actively address and resolve user and system tickets in the Service Now ticketing application. Additionally, you will create and implement change tickets for enhancements, new monitoring, and provide assistance to development groups. It will be essential for you to build technical subject matter expertise on the applications being supported, including understanding business flows, application architecture, and hardware configuration. You will also be responsible for creating, testing, and implementing Non-Functional Requirements (NFR) for current and new applications. Real-time monitoring to ensure application OLA/SLAs are achieved and maintaining maximum application availability using various monitoring tools will also be a key part of your role. Approaching support with a proactive attitude, conducting in-depth analysis, and striving to reduce inefficiencies and manual efforts will be crucial. Key Responsibilities: - Provide hands-on technical support following ITIL standards. - Address and resolve user and system tickets in the Service Now ticketing application. - Create and implement change tickets for enhancements and new monitoring. - Build technical expertise on supported applications and maintain documentation. - Conduct real-time monitoring to ensure application OLA/SLAs are achieved. - Assist in approving application code releases and validating implementation plans. - Approach support with a proactive attitude and seek root cause analysis. Qualifications Required: - Proficiency in ITIL standards and technical support. - Experience with Service Now ticketing application. - Strong understanding of business flows, application architecture, and hardware configuration. - Knowledge of Non-Functional Requirements (NFR) implementation. - Ability to conduct real-time monitoring using monitoring tools. - Familiarity with application code releases and change management. (Note: Additional details about the company were not provided in the job description.) Role Overview: As a Technical Support Specialist, your main responsibility will be to provide hands-on technical support and conduct post-mortem root cause analysis following ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management. You will actively address and resolve user and system tickets in the Service Now ticketing application. Additionally, you will create and implement change tickets for enhancements, new monitoring, and provide assistance to development groups. It will be essential for you to build technical subject matter expertise on the applications being supported, including understanding business flows, application architecture, and hardware configuration. You will also be responsible for creating, testing, and implementing Non-Functional Requirements (NFR) for current and new applications. Real-time monitoring to ensure application OLA/SLAs are achieved and maintaining maximum application availability using various monitoring tools will also be a key part of your role. Approaching support with a proactive attitude, conducting in-depth analysis, and striving to reduce inefficiencies and manual efforts will be crucial. Key Responsibilities: - Provide hands-on technical support following ITIL standards. - Address and resolve user and system tickets in the Service Now ticketing application. - Create and implement change tickets for enhancements and new monitoring. - Build technical expertise on supported applications and maintain documentation. - Conduct real-time monitoring to ensure application OLA/SLAs are achieved. - Assist in approving application code releases and validating implementation plans. - Approach support with a proactive attitude and seek root cause analysis. Qualifications Required: - Proficiency in ITIL standards and technical support. - Experience with Service Now ticketing application. - Strong understanding of business flows, application architecture, and hardware configuration. - Knowledge of Non-Functional Requirements (NFR) implementation. - Ability to conduct real-time monitoring using monitoring tools. - Familiarity with application code releases and change management. (Note: Additional details about the company were not provided in the job description.)