Responsibilities
- Review and understand incident tickets raised by clients or internal users, and work closely with functional Subject Matter Experts (SMEs) to determine appropriate resolutions and expected completion timelines.
- Track, manage, and follow up on incident tickets to ensure issues are resolved within agreed service levels.
- Document and communicate ticket details clearly, including problem symptoms, investigation findings, root causes, resolutions, and estimated timelines.
- Serve as a coordination point between clients/users and internal technical or functional teams to facilitate issue resolution.
- Respond to client and user inquiries by liaising with relevant internal teams to ensure accurate and timely updates are provided.
- Assist in troubleshooting system issues and escalate complex cases to appropriate teams when necessary.
- Maintain proper documentation of incidents, resolutions, and knowledge articles for future reference.
- Support continuous improvement of incident management processes and communication workflows.
Requirements / Must-Have Skills
- Basic understanding of the Software Development Lifecycle (SDLC).
- General knowledge of 3-tier system architecture (presentation, application, and database layers).
- Ability to quickly acquire and apply functional knowledge of systems and business processes.
- Strong communication and interpersonal skills, with the ability to clearly explain technical issues to external clients or users under guidance.
- Proactive mindset with strong problem-solving abilities and willingness to collaborate across cross-functional teams.
- Good organizational skills with the ability to manage multiple tickets or requests simultaneously.
Preferred (Optional)
- Prior exposure to application support, incident management, or helpdesk environments.
- Experience working with ticketing systems such as ServiceNow, Jira, or similar tools.
