Application Support Lead

Job Title: Command Center

Location: Hyderabad/Bangalore

Work mode: Work from Office

Flexible to work in the rotational shifts.

Job Responsibilities:

• Monitoring & L1.5 troubleshooting & resolution for Infrastructure and application related issues as per knowledge articles.
• Initial triage of incidents related to Infrastructure (Server – Windows & Linux etc.) & application components using knowledge articles.
• Work on service requests (network device onboarding & offboarding, certificate management, alert enablement in Datadog etc.) following the documented process.
• Perform health check activities and monitor performances of infrastructure components & applications.
• Making inbound & outbound calls with Vendors & onsite tech team.
• Engage third parties (as required) to support resolution for Supplier Services
• Initiate the technical bridge upon Major Incident declaration and provide update on the bridge to all stakeholders.
• Send email communications and notifications during major incident bridges.
• Engage Incident commander/ supervisor/on call manager.
• Engage other technical teams to support resolution for supplier services.
• Confirmation with end users/technical teams for issue resolution and update all stakeholders on technical bridge.
• Create problem tickets & outage records for major incidents.
• Keep the incident updated as per discovery or end user information on real time basis.
• Engage technical manager and technical teams to provide updates in case of major incidents via bridge call and update playbook throughout the call.
• Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, and escalations.
• For P1/P2 incidents, where vendor is involved, ensuring that Incident being addressed by the vendor is actively managed and that the vendor provides timely resolution.
• Ensuring Outage notifications are sent by the technical manager in case of major outages. Following up with technical managers to get the status of the incident on regular intervals.
• Validating the accuracy of incident/Service request submitted by Service desk to ensure categorization, prioritization and configuration item are accurate.
• Must be willing to work in shifts, provide hand-over to global teams, and provide on-call support as per business needs.
• Independently running major incident bridges with complete command & control
• Should be able to assess business impact of major issues and initiate bridge calls
• Taking complete responsibility of an Incident throughout the lifecycle
• Should be able to draft / review major incident communications which goes up to Client leadership.
• Prior experience working in a Global Command Center / Technical Operations Center role.
• Analyze process improvement & automate opportunities and collaborate with technical teams till implementation.
• Should be ready to learn new technology & processes and provide training to team
• Create knowledge articles or SOP as per requirement

Key Skills and Experience:

• Hands-on experience on at least 1 ITSM tool (ServiceNow, Remedy, etc.,).
• Experience with Datadog is preferred (Querying, Creating Dashboards).
• Proven verbal and written communication skills, which will be key in driving customer communication during critical events.
• Demonstrating proficiencies in at least one of the technology domains.
• Proven understanding of ITIL framework
• Experience working in Managed services environment providing application support, with strong knowledge on IT Service Management (ITSM) process including incident, request, and problem management.
• ITIL 4 certification is a plus
• Must have experience with DataDog.
• Must have Team leading experience