Associate Application Support Engineer

Role Requirements and Responsibilities:

Application Support & Incident Management

• Serve as the first point of contact (L1) for application incidents raised via ticketing systems.
  

• Triage, categorise, and prioritise incoming support requests based on defined SLA guidelines.
  

• Resolve known issues using standard operating procedures (SOPs) and knowledge base articles.
  

• Escalate unresolved or complex incidents to L2/L3 teams with well-documented observations and initial analysis.
  

• Track and update incident tickets throughout the lifecycle, ensuring timely communication to stakeholders.
  

Monitoring & Alerting