Strong experience in Application Support / Production Support / Managed Services
Hands-on experience in incident management, service request management, and queue governance
Good understanding of L1/L2 support processes, SLA management, and escalation handling
Ability to lead support teams in a 24×5 / rotational shift environment
Experience with tools such as ServiceNow, Jira, Confluence, monitoring dashboards, and ticketing systems
Strong analytical and troubleshooting skills
Excellent verbal and written communication skills
Ability to work under pressure and manage critical incidents effectively
Experience supporting business users in U.S. time zones
Exposure to batch monitoring, interface support, application logs, and basic SQL/data validation
Prior experience as a Shift Lead / Queue Lead / Senior Support Analyst