Applications & Services Engineer

Role Summary

Own service operations (BoldDesk), SLAs/CSAT, and business applications/portals (Client & Induction). Run change/release, knowledge, and training. Interface with development for portal releases and with vendors for renewals/licensing.

Core Responsibilities

• Service Desk Ownership: prioritization matrix, escalations, backlog hygiene, weekly operations and CSAT reporting (ITIL‑aligned).
• Applications & Portals: L2 ownership, UAT, release checklists/rollback plans, incident RCA, access requests.
• Change & Release: chair a lightweight CAB, maintain change calendar, reduce failed changes.
• Vendor & Renewals: Microsoft 365/AWS/EDR/domains/hosting; cost control, license hygiene.
• Training & Knowledge: joiner induction, quarterly phishing/user awareness, KB publication cadence.
• People & Quality: coach L1/L2; QA of ticket notes; continuous improvement using data.

Key Performance Indicators (KPIs)

• SLA (P3/P4) ≥ 90%; CSAT ≥ 4.5/5.
• Failed changes < 2%; ticket deflection via knowledge base ≥ 20%.
• Onboarding cycle time < 1 business day; weekly ops report published.

Minimum Qualifications & Experience

• 6–8 years in IT support/app support with 2–3 years leading a service desk or application support function.
• Certifications: ITIL 4 Foundation (required or strongly preferred).
• Plus: SDI Service Desk Manager (advantageous); exposure to Microsoft 365 administration.

Skills & Behaviors

• Ticket triage/prioritization; stakeholder communications and exec updates; UAT and release planning; KB/UX writing.
• Vendor & license management; light Microsoft 365 admin; data‑driven reporting.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Life insurance

Experience:

• IT support/app support: 6 years (Required)

Work Location: In person