Silicon Stack - L2 Application Support Engineer - Incident Management

About The Role

Key Responsibilities

• Accurately log all contacts, including incidents, service requests, feedback, and inquiries received via telephone, email, or web portal into the Incident Management System (IMS).
• Proactively manage your incident queue to meet and exceed the agreed Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve incidents efficiently, leveraging your technical expertise and problem-solving skills.
• Maintain detailed and clear documentation in the IMS, including internal notes and customer communications, ensuring traceability and transparency.
• Assign incidents to appropriate teams or escalation groups for swift resolution when necessary.
• Monitor and track incident progress, ensuring timely restoration of services in line with SLA targets.
• Provide customers and internal stakeholders with regular, accurate updates on incident status and resolution steps.
• Escalate incidents promptly to the Team Leader or relevant escalation points when facing potential SLA breaches or complex issues.
• Deliver efficient, professional, and courteous customer support, demonstrating strong interpersonal and communication skills.
• Build and maintain positive relationships with customers and cross-functional teams.
• Provide mentorship and on-the-job training to new team members, supporting their onboarding and development.
• Collaborate actively in pilot testing, service improvement initiatives, and load support processes.
• Attend regular team meetings to discuss issues, share knowledge, and contribute to process improvements.
• Adhere to scheduled shift patterns, phone rostering, and weekend support as required, ensuring continuous service availability.
• Participate in night shifts and weekend incident coverage on an as-needed basis to provide round-the-clock support.
• Develop, maintain, and update Knowledge Base articles documenting common issues, resolutions, and best practices escalated from 1st Level Support.
• Conduct training sessions for 1st Level Helpdesk staff to enhance overall team skills and reduce escalations.
• Document detailed resolution steps and processes to improve future incident handling efficiency.
• Participate in all scheduled internal and external training to keep skills and knowledge current with evolving technologies.
• Engage in continuous process and service improvement initiatives to enhance the support function.
  

Other Responsibilities

• Perform other reasonable duties and tasks as assigned by management to support team and organizational goals.
  

Required Skills & Qualifications

• 2+ years of experience in Application Support or similar technical support roles.
• Strong understanding of incident management processes and ITIL best practices.
• Proficiency in using Incident Management Systems (e.g., ServiceNow, Remedy).
• Solid troubleshooting skills with the ability to analyze logs, replicate issues, and coordinate fixes.
• Familiarity with application architectures, databases, and basic scripting is a plus.
• Excellent communication skills, with the ability to communicate complex technical issues to non-technical users.
• Strong customer service orientation and ability to work under pressure in a fast-paced environment.
• Ability to work flexible hours, including shifts, nights, and weekends as required.
• Proven ability to mentor and coach junior team members