Monitor EPM applications and scheduled jobs.
Perform ticket triaging and assign or escalate incidents based on priority and severity.
Handle recurring support tickets following documented procedures.
Execute routine operational and maintenance activities.
Perform initial troubleshooting and root cause analysis for basic issues.
Escalate complex incidents to Tier-2 or Tier-3 support teams.
Update ticket status and maintain accurate documentation.
Follow defined SLAs, support processes, and operational standards.
Participate in knowledge transfer sessions and continuously improve functional and technical knowledge.
Contribute to documentation, runbooks, and standard operating procedures.
Support production deployments and post-deployment validation activities when required.
