Responsibilities
Incident Management: Responsible for monitoring the live application, tracking incident management logs, and receiving incidents and requests from end-users.
Troubleshooting & Resolution: Analyze and troubleshoot configuration-based issues in the production environment, either responding directly with a solution or escalating to the Creator or Architect teams for complex configuration fixes.
Monitoring: Proactively monitors the application in production for performance degradation, integration failures, and system health, utilizing platform and enterprise monitoring tools.
Maintenance: Maintains the application's Runbook and participates in scheduled application maintenance and patching cycles.
User Liaison: Acts as the primary liaison between end-users reporting issues and the core development team, providing status updates and root cause analysis.
Qualifications
Experience: 2+ years of experience in L2/L3 application support or technical operations, preferably supporting enterprise-grade systems.
Technical Support Experience: Ability to diagnose configuration and integration issues using system logs and tracing tools.
Process Focus: Familiarity with IT Service Management (ITSM) frameworks, like ITIL, and incident management processes.
Unqork Platform: Foundational knowledge of the Unqork platform environment and module structure is highly beneficial.