You may be assigned as Level 1 AMS support or Level 2 AMS support between Business/Client IT Team, partnering systems, and Application Managed Services (AMS) team. In this role, you are expected
To render AMS support for escalated issues by performing in-depth production incident (basic to medium level) troubleshooting, resolve any production incident and monitor the fixes to ensure correct resolution in accordance with the agreed scope and Service Level Agreement (SLA) stated in the contract
To identify and perform problem management to reduce re-occurring issues/incidents. Present the root cause analysis to the right stakeholders and deliver the permanent fix (where applicable) within agreed time-frames and with quality.
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Provide L1/L2 application support for GRC platforms (e.g., Archer GRC / ServiceNow IRM), including incident management, problem resolution, and service requests.
Perform configuration changes such as workflows, questionnaires, fields, access roles, calculations, and basic risk logic.
Support minor enhancements and change requests based on approved requirements.
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Provide L1/L2 application support for GRC platforms (e.g., Archer GRC / ServiceNow IRM), including incident management, problem resolution, and service requests.
Perform configuration changes such as workflows, questionnaires, fields, access roles, calculations, and basic risk logic.
Support minor enhancements and change requests based on approved requirements.
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