Technical Support / Application Support Specialist Sarmad

Ticket Management

• Receive, analyze, and respond to technical support tickets raised by customers.
• Provide first-level troubleshooting, solutions, or guidance to resolve issues.
• Accurately categorize, prioritize, and document tickets in the support system.
• Escalate unresolved or complex issues to the appropriate technical or development teams.

Incident Management

• Act as the first point of contact during system incidents or outages.
• Coordinate incident response, including initial triage, escalation, and communication with stakeholders.
• Ensure incident resolution within agreed SLAs and document root cause and resolution steps.

System Monitoring

• Monitor the health and availability of applications and systems using monitoring tools such as New Relic, Grafana, or similar.
• Proactively identify performance issues, errors, or potential outages.
• Respond to system alerts and initiate corrective actions or escalate as needed.

Application Troubleshooting & Support

• Utilize knowledge of application development and debugging to resolve technical issues.
• Collaborate with developers to analyze logs, code, and APIs to identify and address root causes.
• Support integration-related issues and provide recommendations for fixes or improvements.

Collaboration & Communication

• Work closely with internal teams (infrastructure, development, QA, DevOps, etc.) to resolve escalated issues.
• Communicate updates to customers and stakeholders in a clear and timely manner.
• Provide feedback and insights to teams for continuous improvement of applications and services.

Documentation & Reporting

• Maintain accurate and up-to-date records of incidents, tickets, and resolutions.
• Contribute to knowledge base articles, troubleshooting guides, and FAQs.
• Prepare periodic reports on ticket trends, recurring issues, and system performance.
• Build RCA (Root Cause Analysis) for upcoming incidents.