Application Support Engineer

Dear Candidate,

Application Support Engineers (L1 or L2)

Location Bangalore

Job Type: Full Time

Overview of the Project

This role involves providing end-to-end application support, incident resolution, service request fulfillment, and problem management for enterprise applications.

Experience Required

3 to 6 years in IT Application Support or similar roles.

Key Responsibilities

Wxperience in any one of Application Support - Mandate

• Deliver L1.5 and L2 support for the following enterprise applications:
• Blackline
• ARMS
• DPS (Oversight)
• DocuSign
• MK Denial
• OneTrust - Privacy Impact Assessment (PIA)
• Esker
• Perform application administration and manage user access controls.
• Provide on-call support for P1/P2 incidents to ensure application availability.

Incident Management

• Classify and record incidents based on criticality and urgency using the approved priority matrix.
• Take actions to minimize incident impact and restore normal operations.
• Perform detailed investigation and diagnosis, updating tickets accordingly.
• Monitor incident queues and ensure all service provider-assigned incidents are resolved effectively.
• Maintain logs and historical references in the Ticket Management Tool to aid future resolutions.

Service Request Management

• Analyze and resolve service requests within SLA timelines.
• Transfer service request tickets to appropriate support groups as per escalation procedures.
• Update service request status and communicate resolution.
• Coordinate major change or release management activities where required.

Problem Management

• Identify and investigate recurring or critical issues via ticket pattern analysis.
• Conduct Root Cause Analysis (RCA) and document solutions.
• Implement permanent solutions in collaboration with required teams.
• Maintain and update Standard Operating Procedures (SOPs).
• Use the clients incident management tools and templates for structured documentation.

Monitoring & Reporting

• Regular job monitoring and health checks for:
• SERVFS
• CRM
• DataHub

Preferred Skills & Tools

• 3 to 6 years of experience in IT Application Support.
• Experience with ticketing tools (e.g., ServiceNow, Remedy).
• Strong analytical and troubleshooting skills.
• Good communication and stakeholder management.
• Familiarity with ITIL practices (especially Incident, Request, and Problem Management).