Application Support Engineer

Project Role :

Project Role Description :

Must have skills :

Good to have skills :

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification :

• Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations.
• Manage the environment incidents, changes, problems, configuration with a focus on service restoration.
• Act as operations support for all computer, network, storage, security, or automation incidents /requests. Must Have Skills: Infrastructure Service Management Key Responsibilities:
• Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue Management
• Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients.
• Ensure CAB/change process is handled as per laid out processes for assigned clients
• Second escalation point and manager of Severity 1 incidents including internal and client communications
• Invoke Escalation procedures and manage unresolved major incidents
• Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions
• Identifying Root causes for any issues or problems
• Continuous Improvement Standardization opportunities
• Automation opportunities Technical Experience:
• 5 to 8 years in an IT infrastructure environment handling E2E service management operations and exposure in team management
• Has handled E2E Service Management Operations
• Good reporting skills
• ITIL 4 Foundation certification preferred
• People Management Ability to co-ordinate with multiple teams across all domains
• Excellent written communication skills with email etiquettes Professional Attributes:
• Hands on experience in working in a multi-client environment
• Has worked on Automation initiatives
• Hands on experience in Service NOW Educational Qualification: Bachelor’s degree or 3-year Diploma (12+3) Support Type / Hours
• 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
• 5 days working per week, with weekly offs based on roster.