Application Support Engineer

Job Description

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 : Service Integration and Management (SIAM) Good to have skills : Infrastructure Service Management Minimum 3 year(s) of experience is required Educational Qualification : Graduate or above Summary :As an Application Support Engineer, you will be responsible for identifying and solving issues within multiple components of critical business systems. Your typical day will involve providing dynamic service and support to ensure smooth functioning of the systems. Roles & Responsibilities: Approves Knowledge Submissions for assigned area Assists in establishing and improving the processes Ensures targets (by group) are reached for the quality and the quantity of knowledge Advocates Knowledge Management use and contributions within the group Reports on performance metrics Responds to Knowledge Feedback Works with the Knowledge Manager and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods Assists in providing guidance and input into the Knowledge Management strategy Provides ongoing support and training for users (implementations/Q & A/ Tier I support) Maintains Knowledge within the KM Database Requests Changes and additions to the Knowledge Management System via the Change Management process Prepares documentation for new or existing Knowledge Deploys the process and related methods and techniques Evaluates performance metrics against the defined critical success factors, institutes actions to correct shortcomings or further streamline the process, and prioritizes expansion activities Determines Service Lifecycle information requirements Reviews and audits the process and its techniques and methods to ensure they are continuously improved Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process Professional & Technical Skills: Must To Have Skills:Service Integration and Management (SIAM). Good To Have Skills:Infrastructure Service Management. Strong understanding of ITIL processes and methodologies. Experience in providing technical support and troubleshooting for critical business systems. Experience in monitoring and maintaining system health. Excellent problem-solving and analytical skills. Bachelor's degree in Computer Science or related process experience, preferred 3+ years of experience with the ServiceNow IT Service Management tool, preferred 4+ years of experience as a process owner, preferred Proficient in rolling out methodologies, processes, standards and/or policies Minimum of ITIL foundation certification. More advanced ITIL certifications desired; must have strong ITIL experience in development and deployment of processes Proven track record of leading successful change across functional and organizational boundaries Additional Information: The candidate should have a minimum of 3 years of experience in Service Integration and Management (SIAM). The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions. This position is based at our Bengaluru office. Qualification Graduate or above