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
