AMS L1 Support

2 days ago

Bengaluru Mumbai, India Quinnox Full time ₹ 8,00,000 - ₹ 12,00,000 per year

***We are looking for immediate Joiners for AMS L1 Support ***

Exp- 1-5Years

Job Overview:

We are looking for a sharp and service-oriented L1 AMS Support Analyst to join our Application Management Services (AMS) team. This role is primarily responsible for accurate ticket routing, priority validation, and coordination between users and resolver teams. As the first point of contact, you will ensure seamless ticket flow, timely updates, and SLA compliance by efficiently triaging and communicating across all stakeholders.

Key Responsibilities

  • Receive, log, and acknowledge incidents and service requests from multiple intake channels (portal, email, phone, chatbot).
  • Should have experience on Service Now /Jira/ Confluence
  • Review and validate ticket priority based on business impact and urgency; revise if incorrectly set by the user in accordance with SLA guidelines.
  • Categorize, triage, and route tickets to appropriate resolver groups (L2, L3, Infra, DBA, etc.) using SOPs and knowledge base references. Maintain regular communication with end-users to:
  • Clarify issue details.
  • Request additional information.
  • Update on routing status or next steps. Coordinate with L2 and L3 teams for escalated issues and ticket follow-ups.
  • Monitor ticket queues for: Unassigned or aging tickets.
  • Priority-1 and SLA-sensitive incidents. Reassignment needs or bottlenecks.
  • Escalate critical incidents as per the escalation matrix.
  • Ensure proper documentation and audit-readiness of all ticket activity.
  • Suggest updates to SOPs and knowledge base articles when needed

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