Associate Application Support Engineer

Role Requirements and Responsibilities: Application Support & Incident Management Serve as the first point of contact (L1) for application incidents raised via ticketing systems. Triage, categorise, and prioritise incoming support requests based on defined SLA guidelines. Resolve known issues using standard operating procedures (SOPs) and knowledge base articles. Escalate unresolved or complex incidents to L2/L3 teams with well-documented observations and initial analysis. Track and update incident tickets throughout the lifecycle, ensuring timely communication to stakeholders. Monitoring & Alerting Monitor application health dashboards on DataDog and CloudWatch and flag anomalies proactively. Acknowledge and respond to system alerts within defined response windows. Perform basic health checks on AWS services (EC2, RDS, S3, Lambda) as part of daily operations. Maintain shift handover notes with clear status updates on open incidents and pending tasks. Business Process & Domain Awarenes...