Greetings from DNA Infotech Pte.Ltd -https://www.dnainfotech.com.sg/
- Lead and manage L1 support team handling production incidents and service requests
- Ensure SLA compliance, ticket quality, and timely resolution
- Act as the first escalation point for critical issues
- Perform initial diagnosis, triage, and troubleshooting of incidents
- Use Python scripting for automation, log analysis, and repetitive task reduction
- Monitor systems and coordinate with L2/L3 teams for faster resolution
- Maintain documentation, runbooks, and knowledge base
- Conduct team mentoring, training, and performance tracking
Must-Have Skills (Mandatory)
- 58 years of experience in L1 / Production / Application Support
- Hands-on Python scripting (automation, log parsing, or support use cases)
- Strong Incident Management & SLA adherence (ITIL environment preferred)
- Experience in handling escalations and leading/mentoring a support team
- Strong troubleshooting skills in SQL / Unix / Linux environments
