
Subject Matter Expert
2 days 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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