Application Service Management - ITSM

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

We are seeking a highly skilled Technical Support Lead to manage L2/L3 support operations for mission-critical, cloud-native applications.

The ideal candidate will possess strong expertise in .NET technologies, Azure cloud services, and Microservices architecture, along with mandatory frontend experience in React.

The role demands excellent communication, customer handling, and analytical skills to manage escalations, ensure system stability, and drive continuous improvement.

Experience: 7–9 Years

The ideal candidate will possess strong expertise in .NET technologies, Azure cloud services, and Microservices architecture, along with mandatory frontend experience in React.

The role demands excellent communication, customer handling, and analytical skills to manage escalations, ensure system stability, and drive continuous improvement.