Minimum Experience:

• 1–3 years of experience in:
  
  • Application Support, Service Desk, or IT Operations
  • Incident management in enterprise IT environments
  • Basic SQL knowledge

Relevant Experience Areas:

Candidates should have hands-on experience in most of the following:

• Incident monitoring and alert handling using APM tools or monitoring dashboards.
• Logging, tracking, and updating incidents in ITSM tools such as ServiceNow or equivalent.
• Working in SLA-driven support environments.
• Performing initial triage and impact assessments.
• Coordinating with L2/L3 or Engineering teams for incident escalation.
• Communicating incident status updates to business and technical stakeholders.

Technical Exposure (High-Level, Not Deep):

• Basic understanding of:
• Web Applications
• APIs and Services
• Enterprise Application Dependencies
• Validate application availability.
• Perform basic reachability checks.
• Interpret monitoring alerts and notifications.

Note: Deep technical skills, coding, advanced database queries, or configuration changes are not required. Environment & Shift Experience (Preferred)

Experience working in:

• 24x7 or extended support shifts.
• Production or business-critical support environments.
• On-call procedures
• Escalation matrices
• Incident bridge calls

Soft Skills (Critical for L1)

• Strong verbal and written communication skills.
• Ability to remain calm during high-pressure incident situations.
• Strong attention to detail and documentation skills.
• Good coordination, follow-up, and stakeholder management abilities.

Nice to Have

• ITIL Foundation Certification.
• Exposure to multi-vendor or multi-application environments.
• Prior experience supporting vendor applications or internally developed applications.