Key Responsibilities :
- Monitor IT systems proactively and respond to alerts or issues.
- Handle incident reports from Customer Service/Call Center within SLA.
- Escalate recurring or complex issues to Problem Management.
- Prepare incident reports, including real-time reporting for critical incidents.
- Document all incidents clearly and store them for reference and compliance.
- Support scheduled batch jobs and manual jobs.
- Work with internal teams and vendors to ensure smooth service recovery.
Requirements :
- Bachelor's degree in Computer Science, Information Systems, or related field.
- 1–3 years of experience in IT Support, IT Operations, or Incident Management.
- Basic knowledge of Incident Management (ITIL Foundation is a plus).
- Familiar with ticketing systems, SLA, and monitoring tools.
- Good communication and teamwork skills.
- Willing to work on shift/rotation basis to support 24/7 operations.
- Problem-solving mindset and ability to work under pressure.