Lead the resolution of critical Level 3 application incidents by conducting deep root-cause analysis and maintaining direct client ownership through full issue resolution.

Collaborate with Engineering, DevOps, Product Owners, and Sales teams to troubleshoot issues, enhance platform stability, and onboard new clients.

Monitor cloud application health, manage system alerts, and participate in shift and on-call rotations to maintain optimal performance and availability.

Drive process automation and continuous improvement across Incident, Problem, and Change Management workflows.

Take full ownership of assigned technical projects and deliverables, ensuring execution within target timelines.

5+ years of experience supporting enterprise-level applications, specificallyinan advanced (L3) support capacity.

Strong knowledge of cloud-based platforms, multi-tier architectures, log analysis, and modern observability frameworks (e.g., Datadog, Grafana).

Proven understanding of IT service delivery frameworks, including Incident, Problem, and Change Management within ServiceNow or JIRA.

Strong hands-on experience with Linux environments.

Excellent written and verbal communication skills with the ability to translate complex technical concepts clearly to external customers.

Exposure to DevOps practices (Docker, Kubernetes, REST APIs), Python scripting, or Content Service Platforms (CSPs) like Alfresco or Hyland is a plus.

Bachelor's degree in IT, Computer Science, or equivalent practical work experience.

Day-One Benefits: Enjoy comprehensive health, wellness, and retirement plans with robust benefits starting on your first day of employment.

Empowering Your Balance: Flexible vacation plan and flexible schedules to support your personal and professional well-being.

Continuous Career Development: Elevate your skills through ongoing training, corporate learning resources, and internal advancement opportunities on a global scale.

Compensation & Care: Competitive salary commensurate with your experience, paired with a comprehensive company-wide benefits package.