Senior Product Support - .NET, Azure, SQL and ITIL
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Job Description
Structured overview of role & requirementsAbout This Role
Provide Tier 3 application support and troubleshoot complex, high-impact incidents across 40-50+ global enterprise applications in 24x7 rotational shifts.
Lead root cause analysis, incident management, escalation handling, and coordinate with cross-functional teams including Development, Infrastructure, and Vendors for system stability and issue resolution.
Drive operational leadership during shifts including ticket management, documentation, knowledge base maintenance, and ensure compliance with ITIL processes for Incident, Problem, and Change Management.
Minimum Requirements
Bachelor's degree in Computer Science or equivalent, or 8-14 years relevant experience in product/application support.
Hands-on experience with IIS, Azure, SQL/PLSQL, Unix/Linux, .NET, Windows Server, and knowledge of ITIL framework.
Must be available to work in 24x7 rotational shifts including nights and weekends.
Work Experience Required: 8-14 years in product/application support with shift experience.
Ideal Candidate Profile
Experienced Tier 3 support engineer with strong technical troubleshooting skills across cloud (Azure/AWS), database, application, and OS environments.
Comfortable managing high-impact incident escalations and coordinating globally distributed teams under 24x7 shift models.
Demonstrates analytical skills with ability to document processes, lead knowledge management, and drive operational improvements within ITIL governance.