Job Description
Job Description:
- Ensure stability and reliability of business applications by reducing incidents through root cause analysis and permanent fixes
- Monitor application service levels, identify risks, and define mitigation and improvement plans
- Manage incident, problem, and change processes, ensuring proper ticket closure and lessons learned
- Act as Incident Manager for major incidents (P1/P2), including stakeholder communication and escalation
- Coordinate production fixes, change requests, regression testing, and regular product releases
- Ensure knowledge transfer between project/development and support teams for production releases
- Maintain ServiceNow ticketing system, service catalogue, and operational documentation
- Prepare operational reports and track improvement initiatives
- Ensure compliance with security, audit, and operational policies
- Collaborate with local and regional support teams for i...