Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Infrastructure Service Management

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As an Application Tech Support Practitioner, a typical day involves serving as the continuous point of contact between clients and the system or application. The role focuses on maintaining high-quality service by effectively communicating with clients and internal teams to ensure smooth operation of world-class systems. This position requires attentiveness to client concerns, accurately identifying issues, and designing appropriate resolutions by leveraging a thorough understanding of the product. The practitioner plays a vital role in sustaining system reliability and client satisfaction through proactive engagement and problem-solving.

Roles & Responsibilities:

• Expected to be an SME, collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Coordinate cross-functional efforts to ensure timely resolution of complex issues.
• Mentor junior team members to enhance their technical and problem-solving capabilities.
• Monitor system performance and recommend improvements to optimize service delivery.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Infrastructure Service Management.
• Strong knowledge of incident, problem, and change management processes within IT service frameworks.
• Experience in managing service level agreements and ensuring compliance with operational standards.
• Ability to analyze system logs and performance metrics to identify root causes of issues.
• Skilled in coordinating with technical teams to implement effective solutions and improvements.
  
  

Additional Information:

• The candidate should have minimum 8 years of experience in Infrastructure Service Management.
• This position is based at our HDC4 - SEZ location.
• A 15 years full time education is required.