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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident management, application support, and system analysis, with a strong focus on root cause analysis and effective communication with stakeholders. Proficient in monitoring tools and ITIL processes to enhance operational efficiency and drive process improvements.
Highest-signal resume keywords
Incident ManagementRoot Cause AnalysisAPI TroubleshootingApplication MonitoringChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application SupportSystem AnalysisProduction SupportDatabase AnalysisSystem Integration Support
Soft Skills
Effective CommunicationMentoring
Tools & Technologies
SalesforceDynatraceMonitoring ToolsObservability Platforms
Industry Keywords
ITIL ProcessesIncident/Problem ManagementEnterprise Environments
About the role
Key responsibilities & impact- Coordinate and lead incident response efforts to ensure timely issue resolution and business communication
- Serve as the escalation point for complex production support issues
- Monitor production environments using observability and monitoring tools to proactively identify risks and system anomalies
- Own and manage high-priority incidents, driving root cause analysis and permanent remediation
- Lead post-incident reviews and implement preventive measures
- Collaborate with Direct Sales business teams, contact center leadership, and cross-functional IT teams
- Provide clear and timely communication regarding incident status, business impact, and resolution plans
- Identify recurring production issues and recommend process improvements
- Develop and maintain support documentation, operational runbooks, and automation opportunities
- Review and approve system changes impacting production environments
- Validate testing activities prior to production deployments
- Analyze application architecture, integrations, APIs, middleware components, databases, and data flows to troubleshoot issues effectively
- Support implementation activities and provide technical guidance to stakeholders
- Mentor junior team members and share best practices
Requirements
What you’ll need- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field
- 4–6 years of overall IT experience
- 4–6 years of experience in application support, application development, system analysis, or production support environments
- Experience managing production incidents and troubleshooting enterprise applications
- Strong understanding of APIs, system integrations, databases, and application architecture
- Experience working with monitoring and observability platforms
- Ability to communicate effectively with both technical and non-technical stakeholders
- Experience with Salesforce
- Fluent English proficiency
- Experience using Dynatrace or similar monitoring tools (preferred)
- Knowledge of ITIL processes and incident/problem management practices (preferred)
- Experience working in large enterprise environments (preferred)
- Incident Management
- Root Cause Analysis
- API Troubleshooting
- Database Analysis
- Production Support
- Application Monitoring
- System Integration Support
- Change Management
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
- Career development and training opportunities
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
- Valid, local legal authorization to work in the country where the role is based at the time of hire
- No parallel employment, professional activities, or paid work for other entities during employment
- Disclosure and review of ownership, partnership, directorship, or participation in other businesses or companies under conflict-of-interest policies