Application Support

Job Description

• Acknowledge and respond to incidents within SLA timelines
• Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
• Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
• Escalate incidents to L2 within defined OLA timelines with complete details
• Provide regular status updates based on incident priority
• Follow approved support procedures, runbooks, and escalation processes
• Maintain and update knowledge base articles and troubleshooting guides

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
• Understanding of web-based applications and workflow-driven systems
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