Responsibilities:

• Own ticket lifecycle: create, investigate, update, resolve incidents/service requests using runbooks, ensure SLA compliance.

• Identify potential Major Incidents, trigger escalation, join bridges, and provide structured updates (impact, scope, findings, next actions).

• Perform initial application/API troubleshooting beyond basic checks: error/latency analysis, dependency triage, log-based diagnosis.

• Use AppDynamics and Azure App Insights to analyze performance and availability

• Maintain detailed work logs, update/create runbooks/KB articles, propose alert tuning and monitoring improvements.

• Support change/maintenance windows (alert suppression/reactivation) and validate pre/post health.

Must-Have

• Experience: 6–7+ years in NOC/Production Support/Application Support/Operations.

• Azure A...