AMS Support

Quinnox

4 - 7 years

5 - 10 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

application support management application management l1 support servicenow jira ams

Work Mode

Hybrid

Job Type

Full Time

Job Description

* We are looking for candidates who has experience in AMS Support role who can join us immediately at our Bangalore Office*

Role & responsibilities

L1 AMS Support Analyst to join our Application Management Services (AMS) team.

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

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