 
						Subject Matter Expert
6 hours ago
Key Responsibilities :
    - Act as a Subject Matter Expert (SME) for IT application support across the organization.
    - Manage and coordinate incident, problem, and change management processes following ITIL best practices.
    - Provide advanced troubleshooting and resolution for critical application issues.
    - Collaborate with development, infrastructure, and business teams to ensure timely resolution of incidents and service requests.
    - Drive continuous improvement initiatives for application support processes and service delivery.
    - Develop and maintain application support documentation, runbooks, and knowledge base articles.
    - Monitor application performance and SLAs, proactively identifying areas for improvement.
    - Mentor and guide junior support staff and act as a point of escalation for complex issues.
    - Participate in application upgrades, patching, and release management activities.
Technical Skills Required : 
    - Strong knowledge of ITIL framework and service management processes.
    - Expertise in incident, problem, and change management for enterprise applications.
    - Hands-on experience in IT application support across multiple platforms.
    - Knowledge of service delivery metrics, SLA monitoring, and reporting.
    - Familiarity with ticketing and monitoring tools.
    - Excellent troubleshooting, root cause analysis, and documentation skills.
Experience :
    - Minimum 7+ years of experience in application support or IT service management roles.
    - Proven experience as an SME for enterprise applications.
    - Experience in ITIL-aligned service delivery and process improvement initiatives.
Education :
    - Bachelor's degree in Computer Science, Information Technology, or related field.
    - ITIL certification is highly preferred
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