Coordinator Technical Support

• 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

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