Familiarity with ITIL principles (incident, change, problem) and comfort following structured runbooks and SOPs.
Strong communication and collaboration skills with the ability to engage cross‑functional associates under time‑sensitive conditions.
Ability to work in a 24x7 environment (weekends and holidays as required).
Adhere to incident, change, and communication procedures; use approved templates for internal and client communications when thresholds are met.
Knowledge of commonly used IT concepts, practices, procedures, and terminology (e.g., operating systems, batch processing, basic networking, log analysis, and file transfer fundamentals).
Acquire, maintain, and document technical and institutional knowledge, author and update knowledge articles and runbooks.
Participate in root cause analysis and problem management; track corrective actions to closure and support continuous improvement initiatives.
Experience with enterprise monitoring and ticketing platforms; strong troubleshooting, analytical, and documentation skills.
Comply with information security, risk, and compliance requirements; maintain audit‑ready evidence of monitoring and response activities.
Execute standard recovery actions per approved runbooks (e.g., restarts, retries, parameterized reruns) and verify downstream health; escalate to application/platform owners and facilitate incident bridges as needed.
Create, update, and resolve tickets with complete, accurate documentation (timeline, actions taken, approvals, and outcomes); ensure clean shift handoffs.
Monitor production jobs, critical‑path dependencies, and platform health during assigned shifts; prioritize and triage alerts and tickets within defined SLAs.

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