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 : Incident Management, Infrastructure Service Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Description: • Deploy, configure, and manage cloud infrastructure environment and/or applications through cross-technology administration (OS, databases, virtual networks), scripting, and monitoring automation execution. Manage incidents with a focus on service restoration. Act as operations support for all compute, network, storage, security, or automation incidents /requests. Manage rollout of patches and release management schedule and implementation. Must Have Skills: Infrastructure Service Management Key Responsibilities: • Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue Management • Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients. • Ensure CAB/change process is handled as per laid out processes for assigned clients • Second escalation point and manager of Severity 1 incidents including internal and client communications • Send incident notifications to the customer documents that contains detail information • Setting up and leading conference call or bridge communication between all involved parties • Invoke Escalation procedures and manage unresolved major incidents • Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions • Identifying Root causes for any issues or problems • Continuous Improvement Standardization opportunities • Automation opportunities Technical Experience: • 6 to 10 years in an IT infrastructure environment handling E2E service management operations and exposure in team management • Has handled E2E Service Management Operations • Good reporting skills • ITIL 4 Foundation certification preferred • People Management Ability to co-ordinate with multiple teams across all domains • Excellent written communication skills with email etiquettes Professional Attributes: • Hands on experience in working in a multi-client environment • Has worked on Automations initiatives • Hands on experience in Service NOW Educational Qualification: Bachelor’s degree or 3-year Diploma (12+3) Support Type / Hours • 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays. • 5 days working per week, with weekly offs based on roster.
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