Responsibilities

• Investigate and resolve application-related incidents through the organization’s ITSM platform; escalate or forward tickets to internal IT teams or external vendors when necessary
• Monitor the performance and availability of business applications, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents
• Handle user requests (service requests) in line with the service catalog and SLA specifications; provide technical support to end-users and central departments
• Collaborate with development teams and vendors to support system upgrades, maintenance, and application updates
• Prepare and maintain documentation such as user manuals, FAQs, and training materials
• Generate incident and SLA performance reports, and contribute to operational reporting

Requirements

• Bachelor’s in Computer Science, Information Technology, Engineering, Business, or related fields
• 2–5 years in application support or IT operations
• Knowledge of SLA management, service catalogs, and reporting tools
• Familiarity with SQL, scripting, monitoring, or automation tools
• ITIL Certification (Preferred)
• Understanding of cloud-based applications, software architecture, and cybersecurity fundamentals
• Experience with ITSM tools (e.g., ServiceNow), SAP, and observability platforms

Benefits

• Continuous training in new technologies and tools 
• Career development and growth opportunities 
• Competitive bonus scheme, performance-based