Experience troubleshooting complex production application issues, including incidents identified through user reports, monitoring tools, or system alerts, as well as authentication and login issues involving Keycloak, AWS access services, and basic NGINX troubleshooting. Experience working in a network operations center (NOC), help desk, or 24/7 production support environment, with familiarity using ServiceNow, Jira Service Management, or similar ticketing platforms and ITIL-based incident management practices.