Application Support Engineer

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established operational procedures to maintain service stability and ensure high-quality support. Daily activities include monitoring system performance, troubleshooting problems, coordinating with various teams, and ensuring seamless communication to uphold the reliability of infrastructure and application platforms.

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.
- Expected to provide solutions to problems that apply across multiple teams.
- Lead efforts to improve incident response processes and enhance overall operational efficiency.
- Mentor junior team members to support their professional growth and skill development.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong problem-solving abilities with experience in diagnosing and resolving complex infrastructure and application issues.
- Excellent communication skills to effectively interact with users, clients, and cross-functional teams.
- Ability to work under pressure and manage multiple incidents simultaneously while maintaining service quality.
- Familiarity with monitoring tools and incident tracking systems to ensure timely resolution and documentation.
- Experience in coordinating with diverse technical teams to implement solutions and prevent recurrence of incidents.

Additional Information:
- The candidate should have minimum 12 years of experience in Critical Incident Management.
- This position is based at our Pune office.
- A 15 years full time education is required.