Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Major Incident Manager, a typical day involves acting as the central point of coordination during critical infrastructure and application incidents that cause business disruption. This role requires taking ownership of major incidents from identification through resolution, driving service restoration across multiple technical teams and third-party providers, and ensuring timely stakeholder communication. The position demands strong leadership, proactive incident management, root cause analysis, reporting, and continuous improvement to minimize business impact and improve service availability.

Roles & Responsibilities:

Manage major infrastructure and application incidents that result in business disruption.
Take ownership of incidents with an I own mindset and drive them to resolution while minimizing business impact.
Lead service restoration efforts by coordinating with multiple internal teams, client stakeholders, and technology providers such as Microsoft, Cisco, EMC, SAP, and Oracle.
Provide regular stakeholder updates with clear communication on business impact, current status, and resolution progress.
Perform proper documentation and root cause analysis for every major incident.
Ensure corrective actions are identified, assigned, and implemented by respective teams to prevent repeat failures.
Review and report service outage data and perform analytics to drive more predictable service outcomes.
Build and maintain strong working relationships with client-side stakeholders and delivery leadership.
Act as a key delivery role reporting to the overall service management lead or delivery lead of the engagement.

Professional & Technical Skills:

Must To Have Skills: Proficiency in Major Incident Management and Critical Incident Management.
Good understanding of IT systems, including both infrastructure and applications.
Experience working in technical areas such as network, platform, database, storage, middleware, SAP Basis, ASP.NET, and Microsoft technologies.
Strong process knowledge and ability to improve incident response and service management processes.
Ability to take a leadership role during outages or critical situations where IT systems are down and business impact is high.
Excellent verbal and written communication skills with the ability to manage pressure effectively.
Ability to coordinate work across multiple groups and lead a virtual team when required.
Strong analytical capability to perform RCA and identify the root cause of incidents.
Ability to engage technology manufacturers and escalate appropriately to drive service restoration.
Proactive thinking and strong stakeholder management skills.

Additional Information:

Shift: 24x7 support environment.
Location: Preferably Bengaluru.
The candidate should have strong experience in Major Incident Management or Critical Incident Management.
The role requires strong collaboration with service management, delivery leadership, client stakeholders, and cross-functional technical teams.
- The candidate should have minimum 7.5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.