Posted: 5 months ago
Posted: 5 months ago
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Job Description
- Receive, register, and process incidents and service requests within the Production IT (PIT) environment
- Perform first-level analysis and classification of incidents affecting LOB applications and production systems
- Execute standard troubleshooting and resolution steps based on runbooks, SOPs, and knowledge base articles
- Ensure accurate ticket logging, categorization, prioritization, and documentation in the IT Service Management (ITSM) system
- Provide initial resolution or apply approved workarounds to restore services as quickly as possible
- Escalate complex, recurring, or critical issues to L2/L3 support teams or responsible application/technical owners
- Monitor ticket progress and ensure compliance with defined Service Level Agreements (SLAs)
- Communicate incident status, updates, and resolutions to end users and production stakeholders
- Support root cause identification by documenting recurring issues and symptoms at L1 level
- Maintain and update knowledge base articles, FAQs, and standard operating procedures (SOPs)
- Contribute to continuous improvement of support processes and incident handling workflows
- Ensure professional, structured, and service-oriented communication, especially during production incidents
Skills
Service ManagementIt Service ManagementProductionTechnical SupportIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Propelis is a technology company that provides an integrated, comprehensive software platform to manage, automate, and optimize complex aviation operations. Our mission is to transform air mobility through innovative software solutions that enable safer, more efficient, and more sustainable aviation.
We are passionate about aviation and are dedicated to building the next generation of aviation software. We are a team of experienced aviation professionals and software engineers committed to excellence and innovation.
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