Application Support Engineer Yitro Business Consultants (p) Ltd

3.0 - 8.0 years

10 - 20 Lacs

Bengaluru

Work from Office

Dear Candidate, We are hiring Application Support Engineers (L1 or L2) with experience in at least one of the applications listed below . Please review the details carefully. 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 Maintain logs and historical references in the Ticket Management Tool to aid future resolutions.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).

Posted 2 days ago

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