Application Service Management - ITSM

Job description

**Experience: 7–9 Years** **Key Responsibilities** • Lead L2/L3 support activities for enterprise applications ensuring high availability and performance • Own incident, problem, and change management processes using ServiceNow (SNOW) • Drive root cause analysis (RCA) and implement preventive measures • Handle P1/P2 incidents and customer escalations effectively • Collaborate with development teams for code-level fixes and enhancements • Monitor and troubleshoot applications deployed on Azure • Mentor team members and improve overall support maturity • Ensure SLA compliance and continuous service improvement • Exposure to DevOps and CI/CD pipelines • Experience in production support environments •Familiar with ITIL processes **Technical Skills** **Backend:** • Strong experience in .NET Core, C#, ASP.NET • Expertise in Microservices architecture • Hands-on experience with MS SQL Server Frontend (Mandatory): • Strong working knowledge of React.js **Azure Cloud:** • Azure App Services • Azure Functions • Azure Key Vault • Application monitoring using Azure tools **Tools:** • ServiceNow (SNOW) • Azure Monitor / Application Insights **Soft Skills** • Excellent communication and stakeholder management • Strong analytical and problem-solving abilities • Proven customer handling and escalation management • Ability to work in high-pressure environments **Success Metrics** • SLA adherence • Reduction in recurring incidents • Customer satisfaction • System uptime and stability