IT Service Management Representative

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 : Incident Management
Good to have skills : Problem Management
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot incidents, ensuring that systems operate smoothly and efficiently while maintaining high standards of service delivery. You will engage in problem-solving activities, analyze system performance, and contribute to the continuous improvement of support processes, all while prioritizing customer satisfaction and operational excellence.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Assist in the development and implementation of incident management processes to enhance service delivery.
- Document and maintain records of incidents and resolutions to facilitate knowledge sharing and improve future responses.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Incident Management.
- Strong analytical skills to assess incidents and identify root causes.
- Experience with ticketing systems and incident tracking tools.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Familiarity with ITIL framework and best practices in service management.

Additional Information:
- The candidate should have minimum 3 years of experience in Incident Management.
- This position is based at our Gurugram office.
- A 15 years full time education is required.