Application Support Administrator
Tasks
- Determine severity and ensure required information
- Manage customer support cases intake qualification resolution routing
- Monitor incident response SLOs and meet targets
- Own case lifecycle communication escalation and updates
- Provide first point of resolution
- Provide reporting for issue tracking systems and leadership
- Recommend and implement performance improvements to meet SLA
- Route cases to appropriate support groups
Perks/Benefits
Skills/Tech-stack
Data Analysis | Escalation management | ITSM | Incident Management | Issue Tracking | Knowledge Base | Reporting | SLA | SLO | ServiceNow
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