Found Description
Job Description – IMS Production Support L3 (CREQ )
We are seeking an API Operations Support Engineer – L2 to provide first-line production support for business‑critical APIs and applications. This role is ideal for detail‑oriented, customer‑focused professionals eager to work in a 24x7 operational environment, ensuring system availability and timely incident handling.
Responsibilities
Monitoring & First-Line Support
Monitor application and API health through dashboards, logs, alerts, and monitoring tools. Continuously monitor the support mailbox and respond to alerts and incidents promptly to minimize impact on business operations.
Incident & Ticket Management
Create, update, and manage support tickets using Jira or ServiceNow. Provide Level 1 support by following defined SOPs and runbooks. Ensure incidents and requests are handled within agreed SLAs. Perform initial triage and elevate unresolved issues to L2/L3 teams with ...