Job Description: Roles & Responsibilities: • Good understanding of Incident management, Problem Management and Change management process • Ability to coordinate with multiple stakeholders • Ability to understand overall technical landscape, coordinate with multiple teams in troubleshooting and resolving production issues • Good communication skills is a must • Experience working on Service Now/Ticketing tool • Experience working on monitoring tools • Experience in supporting L2, L3 App Support • Experience in working on enhancements, code fixes and defect fixes using .Net technologies • Provide Root cause Analysis for critical Incidents • Proactively communicate status of critical applications to appropriate stakeholders • Triage incident, identify resolution steps & escalate when required • Analyze incident trends, identify solutions to reduce incidents, and recommend solutions to SMEs • Respond to email questions regarding application delays, job runtimes, alerting, etc. • Attend KT sessions, capture key LOB information as it relates • Provide On call support for critical issues during off business hours • Identify and automate manual activities • Change assessment and approval • DR recoveries and validation • Respond to audit requirements |