Key Responsibilities

• Incident Management: 

1. Act as the final escalation point within L1 for complex incidents. 
2. Lead troubleshooting using logs, configuration checks, and database queries. 
3. Participate in Major Incident calls.
4. Own incidents from logging to closure with accurate categorisation, prioritisation, and impact assessment for self and others in the team.
5. Ensure First Response Time service level agreement (SLA) is always met
6. Coordinate and perform first‑line diagnostics (password resets, UI checks, configuration reviews, basic proactive checks/monitoring and others).
7. Apply standard operating procedures (SOPs) and known fixes to restore service or escalate to your supervisor, direct reporting line, Tier 2 or Tier 3 as per SOPs and SLAs. 
8. Provide clear, timely updates and ETAs on all incidents. 

• Service Request Management: 

1. Handle advanced service requests (data extracts, configuration changes, secure access). 
2. Meet request SLAs.
3. Validate requests for compliance and accuracy.
4. Support Team Leader on reporting

• Knowledge Management:

1. Mentor L1/L2 engineers.
2. Drive continuous improvement in Tier 1 processes.
3. Create, review and maintain knowledge articles, standard operating procedures and FAQs.
4. Convert frequent issues into definitive knowledge-based solutions and flag product/documentation gaps.

• Proactive Monitoring & Support
  1. Review and interpret application health dashboards.
  2. Assist in refining alert thresholds.
• Problem Identification & Collaboration:

1. Identify recurring incidents, raise problem records with evidence, and provide replication steps and timelines to assist RCAs.
2. Support Problem Manager to create and review RCAs.
3. Collaborate with Tier 2 and Tier 3 engineers to ensure RCAs are complete.

• Change and Release Support (Operational Readiness): 

1. Perform pre/post‑change checks, confirm service health, and ensure accurate customer comms.
2. Assist with User Acceptance Tests and report anomalies to Product Owner

• Information Security & Compliance: 

1. Complete Information Security, GDPR and Data Protection trainings when required.
2. Handle customer data securely and secure data handling. 
3. Escalate suspected security incidents immediately and adhere to frameworks such as ISO 27001 and GDPR.

• Service Continuity & Major Incident Support: 

1. Participate in Business Continuity/Disaster Recovery drills.
2. Contribute to Post Implementation Reviews with timelines, customer feedback, and knowledge updates.

• Leadership in L1 or L2: 
  1. Act as technical mentor and escalation lead.
  2. Ensure adherence to ITSM best practices.
  3. Contribute to team performance reviews.
  4. Act as backup to Team Leader in L1 or L2 and support to manage team capacity, productivity and utilisation.

• 1–3 years in Application/Product Support (B2B/SaaS preferred).
• Strong troubleshooting skills.
• Solid grasp of ITIL 4 concepts: Incident, Request, Knowledge; awareness of Problem and Change; confident working to SLAs/OLAs.
• Strong knowledge of SQL is required for read/write queries and data validation.
• Experience operating in or supporting regulated environments (financial services advantageous).

• Customer-Centric Mindset & Empathy: Understand business impact and act with urgency and professionalism.
• Clear Communication: Explain technical issues in concise, business‑friendly language; write crisp updates and handovers.
• Active Listening & Problem Definition: Ask clarifying questions, confirm understanding, and avoid assumptions.
• Emotional Intelligence: Stay calm, courteous, and solution‑focused during high‑severity incidents or escalations.
• Analytical Thinking & Troubleshooting: Apply structured logic, recognize patterns, and propose pragmatic next steps.
• Adaptability & Learning Agility: Thrive amid changing priorities, products, and processes; learn quickly from new scenarios.
• Collaboration & Stakeholder Management: Work effectively with Tier 2/3, Product, Quality Assurance, Implementation, Product Delivery, Account Management, and Customer Success teams to drive outcomes.
• Attention to Detail: Maintain accurate ticket hygiene, categorization, and compliance documentation.
• Time Management & Prioritization: Balance multiple tickets and deadlines while meeting SLA commitments.
• Ownership & Accountability: Take end‑to‑end responsibility for customer outcomes and follow through.