Application Support Engineer

 About The Role  

Project Role :Application Support Engineer

Project Role Description :Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills :Quality Management

Good to have skills :NAMinimum
7.5 year(s) of experience is required

Educational Qualification :15 years full time educationRoles Understand the Clients technical landscape for endpoint management Service Management Expertise in:Familiar with ITIL v3/V4 practical know howStakeholder managementSLA managementService Management governanceStrong analytical and problem solving skillsAbility to perform changes & hold independent conversations with the Client oEstablish CLIENT personas and engage in workforce analysis to enable feature prioritization, pilot scoping, adoption and change management planningEstablish and follow CLIENTs XLAs / KPIs needed to measure progress and success within user experienceHave periodic & adhoc review meetingsUtilize data and reporting available from the CLIENT digital workplace analytics, surveys, feedback and persona insightsEstablish and maintain CLIENT user experience development backlog and prioritize improvement opportunities to its roadmap, also keeping an eye on e.g. MSFT roadmap and incorporate relevant topics into roadmapCommunicate CLIENT UX roadmap, release planning and timelines to CLIENT organization regularly to ensure transparencyExperience Management skills:Stakeholder management:To be an interface with the client for employee experience topics across multiple teams.Analytical mindset:To identify improvement opportunities which could help improve user experience, Identify areas with low score and conduct analysis using both qualitative and quantitative dataAbility to work with poorly defined problem statements or approachesTeam engagement:Work with various product/ Client IT teams to facilitate overall uptick / gradual improvement in user experienceUnderstand User Profiles, User journeys, dependencies in the Client environment, associated management tools & teams Be the face of the Delivery team for any key issues / problem / changesTools Experience:Working experience and knowledge on:oITSM tools like ServiceNow, Remedy, etc.oEnd user monitoring tools like Aternity, Nexthink, etc.oCustomer Satisfaction Survey toolsoData Analysis tools such as Power BI/ SplunkoUXI ToolingInterface with UXI Tool developers for keeping it real & enhance as required.Interface with Clients Change Management functions Interpret any User /Business feedback & identify potential opportunities for improvement Analyze, collaborate & propose Continuous Service Improvement activities & discuss with the Clients. Desirable to understand DEM tools such as Nexthink.
Additional Information:- The candidate should have minimum 7.5 years of experience in Quality Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 
15 years full time education