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 : Incident Management, Infrastructure Service Management
Good to have skills : NA
Minimum 3 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
Role Description:
- Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations.
- Manage the environment incidents, changes, problems, configuration with a focus on service restoration.
- Act as operations support for all computer, network, storage, security, or automation incidents /requests. 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
- 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:
- 5 to 8 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 Automation 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., 15 years full time education
