Monitor/track multiple sources for issues being reported – ServiceNow/Slack/Email/Calls • Create and track all incidents/production issues in Service Now with the right categorization • For all ServiceNow incidents, analyze the inputs from helpdesk and assign them to the right application queue. • Manage the queue assignments of incidents based on status and change of context. • Perform actions based on SOPs to analyze/resolve the issue. • Identify the root cause or source of issue as possible to make L3 analysis easier. • Create the summary of actions done, possible next steps and handover to L3 team changing the assignment. • Communicate with the end user on updates and gather additional data and feedback. • Validate the fix provided by L3, update incidents as required and involve L4/L5 as required. • Report the trend and pattern of issues to deed product backlogs and create SOPs on identified issues and resolutions for future consumption. • Provide on-call support for any critical issues during the weekend
