• Monitor and triage all incoming support requests logged in various IT tracking systems (e.g., Freshservice, custom issue log, direct requests from stakeholders) • Validate request completeness and ensure all required details are captured • Assess each incident for severity, business impact, and completeness • Determine appropriate priority based on facts provided in the incident • Identify incidents vs. enhancements and route accordingly • Assign incidents to the proper resource or team (IT Support, 3rd Party Partners, ERP/Business Applications) • Confirm resolution quality, validate with requestors, and keep incident tracking systems clean by closing tickets • Analyze incident trends, root causes, and recurring issues; propose problem management initiatives • Partner with teams to improve incident prevention, monitoring, alerting, and automation • Work across all areas of IT: traditional IT support (end-user, infrastructure), software development (applications, integrations), and ERP configuration/support • Collaborate with Product Owners and Business Analysts to align incident handling with business priorities