Iot analyst (xico)

Job Title: Service Delivery Analyst / Application Support Specialist (L1/L2)

Job Summary

Service Delivery Analyst with experience in L1/L2 application support within corporate environments, specialized in incident management, SLA compliance, and troubleshooting of business‑critical systems. Proven ability to perform Root Cause Analysis (RCA), coordinate cross‑functional teams, and drive process improvements to enhance operational efficiency.

Key Responsibilities Manage incident lifecycle and ensure SLA compliance using ITSM tools (Service Now, Jira). Provide L1/L2 support for business‑critical applications, particularly in supply chain environments. Perform troubleshooting, incident analysis, and Root Cause Analysis (RCA). Escalate critical issues and coordinate with integral technical and business stakeholders. Document incidents, solutions, and change requests. Support process improvements and optimization of support workflows. Deliver end‑user training to improve a...