Skill Category

One-Liner Skill Description

Must Have / Good to Have

Experience

5+ yrs L2 / Production Support with ownership of live applications

Must Have

Technical Core

Strong SQL + log analysis + hands-on troubleshooting

Must Have

Incident Management

End-to-end P1/P2 incident handling with SLA adherence

Must Have

Problem Management

Proven RCA experience with reduction in recurring issues

Must Have

ITIL

Hands-on Incident, Problem, Change Management processes

Must Have

Tools

Experience with ServiceNow or similar ticketing tools

Must Have

Domain Exposure

ERP / Dynamics 365 / enterprise application support

Good to Have

Data & Automation

Power BI / reporting / automation mindset

Good to Have

Cloud

Azure / cloud environment exposure

Good to Have

Integration

API / system integration troubleshooting

Good to Have

Process Excellence

Process improvement & automation initiatives

Good to Have

Documentation

Strong SOP / knowledge base standardization

Good to Have