Application Support / BA

. Act as the first point of contact for all user support related queries regarding the core Applications (L1 and L2 support)

. Participate in the knowledge transfer of the BC team before handling the BAU for new Solutions

. In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications

. Responsible for taking internal and external calls from the users regarding Application related incidents or service requests

. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request

. Regularly provide statistical reports about support cases and incidents

. Dispatching all incoming tickets for the Service & Support team

. Responsible for assigning, resolving and escalating user request tickets

. Collaborate with other IT Teams on Projects