JD

ServiceNow: Incident & Application Support - Respond to, investigate, and resolve Level 2 production incidents and service requests within ServiceNow, adhering to SLAs and ITIL framework practices.

Splunk Expertise: Perform real-time production/Application log analysis using Splunk. Hands-on experience creating Splunk queries, custom dashboards, alerts, and report generation.

SQL: Proficiency in basic-to-intermediate SQL commands for querying, filtering relational database tables (MS SQL or PostgreSQL).

Preferably candidates with contact center experience

Experience working in a 24x7 application support environment.

1. Hands-on troubleshooting and problem-solving: Ability to independently investigate, diagnose, and resolve production incidents.
2. Technical depth: Strong experience with Splunk, Java/JavaScript, AWS logs, SQL, and web application support.
3. Ownership and proactiveness: Ability to take end-to-end ownership of incidents, perform root cause analysis, and drive issues to resolution.
4. Communication: Ability to clearly articulate technical issues, troubleshooting steps, and resolutions.