JOB OBJECTIVES
- Lead and manage end-to-end incident management for key business applications, ensuring timely detection, effective coordination, and rapid resolution to minimize business impact.
- Ensure application stability and availability through proactive monitoring, incident tracking, and continuous improvement of support processes.
- Act as a central point of coordination during incidents, ensuring clear communication with stakeholders, technical teams, and vendors throughout the incident lifecycle.
- Collaborate with development teams and vendors to drive permanentfixes, system enhancements, and the prevention of recurring incidents.
KEY RESPONSIBILITIES
- Deliver daily application support, including system monitoring, troubleshooting, and incident resolution.
- Analyze system issues by understanding application logic, data flow, and business rules, and validate findings with development teams.
- Coordinate with internal teams (Infrastructure, Development, Security) and external vendors to ensure timely resolution and clear communication.
- Support problem management by performing root cause analysis (RCA) for recurring or high-severity incidents.
- Maintain high-quality technical documentation, including:
System flow diagrams
Troubleshooting guides
Application inventories
Deployment procedures
SOPs
- Participate in application enhancements and new system development, including requirement clarification, design review, and UAT/testing support.
- Perform backend investigations(SQL queries, log analysis, configuration validation) to support issue diagnosis.
- Prepare regular reports covering incident summaries, trends, and recommendations for continuous improvement.
- Provide after-hours / on-call support for major incidents when required.
KEY REQUIREMENTS (Qualification/ Experience/ Skills)
Mandatory
- Proficiency in English (written and spoken) to communicate with regional teams and vendors.
- Minimum 8-10 years of experience in Incident Manager, Application Support, IT Operations, or a similar technical role.
- Solid understanding of application architecture:
· system design concepts
· backend–frontend interaction
· API and integration flows
· database structure and queries
- Basic but solid technical capability, with the ability to understand systems, investigate issues, and collaborate effectively with development teams.
- Strong analytical and troubleshooting skills, able to break down complex issues into understandable components.
- Experience with ITIL processes (Incident, Problem, Change).
- High-quality documentation skills, able to clearly document system flows, troubleshooting steps, and operational procedures.
- Basic experience using SQL and working with application logs.
- Ability to work under pressure and manage communication during critical issues.
