Responsibilities:

• Receive and log incidents and service requests through the helpdesk/ticketing system.

• Perform initial analysis (first-level diagnosis) and provide immediate solutions for issues that can be resolved at the first level.

• Escalate complex issues to the relevant teams/departments for further investigation and resolution.

• Ensure all incidents and service requests are handled within the agreed SLA (response and resolution time).

• Conduct testing after fixes, patches, or deployments to ensure applications are functioning properly.

• Monitor daily application performance (core and non-core systems) to detect potential issues proactively.

• Develop and maintain documentation and knowledge base for common issues (FAQ/SOP).

• Ensure data security and confidentiality during incident handling processes.

• Provide operational support, including on-call support outside working hours when requi...