Title:  Subcontractor

Area(s) of responsibility

Job Title: Senior L1 Application Support Engineer / Analyst
Role Summary

· Act as the first line of support for application incidents, service requests, and user
queries.
· Log, track, and manage tickets using ITSM tools
· Perform initial triage, diagnosis, and resolution of known issues using SOPs and
knowledge base articles.
· Assist in resolving routine functional or operational issues
· Escalate unresolved or complex issues to L2/L3 support teams with proper
documentation.
Application Monitoring & Support
· Monitor application health, batch jobs, alerts, and system availability.
· Provide day-to-day functional support to assigned business units or projects
· Execute standard operating procedures accurately and on time
· Perform basic checks such as service restarts, log validation, and data verification
as per SOPs.
· Ensure applications meet availability and performance SLAs.
· Identify opportunities to improve e􀆯iciency or reduce errors.
· Review application dashboards, monitoring tools.
Communication
· Provide timely and professional communication to end users regarding issue status
and resolution.
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