AMS L1 Support

Quinnox

1 - 5 years

0 - 3 Lacs

mumbai bengaluru

Posted:1 day ago| Platform:

Apply

Skills Required

ams support servicenow workflow incident management jira triage sop preparation

Work Mode

Hybrid

Job Type

Full Time

Job Description

We are looking for immediate Joiners for AMS L1 Support

Exp- 1-5Years

Job Overview:

L1 AMS Support Analyst

Key Responsibilities

Receive, log, and acknowledge incidents and service requests from multiple intake channels (portal, email, phone, chatbot).
Should have experience on
Service Now /Jira/ Confluence
Review and validate ticket priority based on business impact and urgency; revise if incorrectly set by the user in accordance with SLA guidelines.
Categorize, triage, and route tickets to appropriate resolver groups (L2, L3, Infra, DBA, etc.) using SOPs and knowledge base references. Maintain regular communication with end-users to:
Clarify issue details.
Request additional information.
Update on routing status or next steps. Coordinate with L2 and L3 teams for escalated issues and ticket follow-ups.
Monitor ticket queues for: Unassigned or aging tickets.
Priority-1 and SLA-sensitive incidents. Reassignment needs or bottlenecks.
Escalate critical incidents as per the escalation matrix.
Ensure proper documentation and audit-readiness of all ticket activity.
Suggest updates to SOPs and knowledge base articles when needed

More Jobs at Quinnox

Sharepoint Developers (Immediate Joiners Only)

Mumbai

4 - 7 yrs

INR 10 - 15 Lacs

Calypso Developer

Mumbai, Bengaluru

4 - 9 yrs

INR 25 - 30 Lacs

Business Analyst (UK Banking Experience)

Mumbai, Bengaluru

10 - 15 yrs

INR 25 - 30 Lacs

Testing Manager

Bengaluru, Mumbai (All Areas)

10 - 14 yrs

INR 20 - 35 Lacs

Senior Qa Engineer

Bengaluru, Mumbai (All Areas)

6 - 11 yrs

INR 10 - 17 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.