Job description

About Us

Metayb is a fast-growing digital transformation company empowering organizations to thrive in the digital-first era. In just three years, we've built a team of 400+ experts focused on creating seamless customer experiences, boosting operational efficiency, and delivering actionable insights. Our core strengths include Digital Transformation, Data Science, SAP Implementation, Workflow Automation, Finance, and Supply Chain services, with aspirations to expand into IoT, AI/ML, and Virtual Reality. By leveraging emerging technologies, Metayb aims to be a trusted global partner in delivering impactful, future-ready solutions.

Job Summary:

Responsible for providing L1 Application Support across core business applications. This role acts as the first line of contact for user queries, managing ticket triage, resolving first-level enquiries/FAQs, and coordinating with L2/L3 developers within defined SLAs to ensure high application uptime.

Key Responsibilities:

· Multi-Channel Intake & Triage: Serve as the single point of contact for user queries across all support channels (ITSM Portal, Email, Chat, and Phone).

· Enquiry & FAQ Resolution: Resolve general enquiries, FAQs, and standard operational queries directly using SOPs and KB articles to minimize developer distraction.

· Ticket Classification & Escalation: Filter, categorize, and route complex technical bugs, code issues, or system integration errors to L2/L3 development pods.

· SLA & Status Tracking: Monitor open tickets, track SLA deadlines, and provide clear, timely status updates to business users and stakeholders.

· Major Incident / War Room Support: Assist during P1 major incidents by tracking timelines, gathering initial logs, and maintaining communication across teams.

· Documentation & KB Maintenance: Help create and update Knowledge Base articles and Standard Operating Procedures (SOPs) based on recurring ticket patterns.

· Roster Support: Work in rotational shifts and provide on-call support during weekends/holidays as part of the operational roster.

Skills & Experience:

· Experience: 1–3 years of experience in L1 Application Support, Service Desk, or IT Customer Support.

· Communication: Strong verbal and written communication skills for clear stakeholder and user interaction.

· ITSM Awareness: Solid understanding of ITSM processes, ticket lifecycles, and SLA tracking (experience with Fresservice, Jira, or ServiceNow is a plus).

· Process & Discipline: Strong ability to follow and document standard operating procedures (SOPs).

· Education: Graduate in any relevant discipline. (No coding background required)

Disclaimer: The job title mentioned in this description is generic and intended for broad categorization purposes. The final designation will be determined based on the candidate’s performance during the interview process, relevant experience, and alignment with the organizational hierarchy.

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