Ops Analyst

Job Summary:

We are seeking a proactive and detail-oriented IT Application Support Specialist with strong experience in production support, incident management, and service request handling. The ideal candidate will be responsible for ensuring application stability, resolving escalated issues, monitoring systems, and collaborating with cross-functional teams to deliver timely resolutions.

Key Responsibilities:

Production Support

• Provide L2 support for business-critical applications in a production environment
• Handle incident resolution and service request fulfillment within defined SLAs
• Perform root cause analysis (RCA) for recurring issues and coordinate with partner teams for preventive measures
• Ensure high availability and performance of applications

Incident & Service Management

• Manage and resolve incidents, service requests, and problem tickets effectively
• Work hands-on with tools like ServiceNow for ticket tracking, prioritization, and updates
• Categorize and prioritize issues based on severity and business impact
• Coordinate with L1/L3 teams and other stakeholders for faster resolution

Monitoring & Alerts

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