3rd Line Support Engineer

POST A RESUME HR Consultancy; Ahmedabad District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

POST A RESUME HR Consultancy in Ahmedabad seeks an experienced Application Support Manager to oversee quality support for colleagues and customers. The role includes coordinating with development teams, gathering requirements, and ensuring timely handling of support requests.

You will manage the Application Support Team, create knowledge base content, mentor staff for new modules, and support L2/L3 incidents. Strong communication and IT operations experience are essential.

Qualifications

• Experience in support operations and team management.
• Experience in incident management, problem management, change management and release management.
• Perform in-depth analysis of incidents to determine root causes and solutions.
• Expertise in documentation management for incidents/projects.
• Effectively work with other IT teams to investigate, test and develop solutions and workarounds.
• Identify high priority incidents and escalations to management.
• Experience working with business users at client site.
• Excellent communication, persuasion and negotiation skills.
• Good team player.
• Knowledge of Manage Engine ticketing portal, SQL Databases & basic network configuration.
• Working knowledge of IT hardware and software.
• Ability to learn and master in-house software.

Responsibilities

• A. Support requests logged with Application Support Team and resolve them.
• B. Coordinate with Development Team and customers throughout the support lifecycle; gather requirements and document.
• C. Manage the Application Support Team for availability and timely handling of requests; assign work.
• D. Create and manage knowledge base documentation.
• E. Support L2 and L3 activities with the team.
• F. Provide training to the team for new modules or tasks.

Skills

Support operations

Team management

Incident management

Problem management

Change management

Release management

Documentation management

Stakeholder communication

Client-site coordination

Manage Engine portal

SQL databases

Networking basics

IT hardware & software

Training & mentoring

Root-cause analysis

Tools

Manage Engine ticketing portal

SQL databases

Networking basics

Job description

1) Principal Purpose – To ensure the quality support provided to all the Company Colleague/Customers.

2) Duties

(A) To help with any Support requests logged with Application Support Team for the range of applications.

(B) Coordination with Development Team and Customer/User throughout the support lifecycle for logged cases. (Requirement gathering/ documentation/ communication with customer/development etc)

(C) Manage the Application Support Team to ensure their availability/ Support request are being handled in timely manner/ Work allotment with team etc.

(D) Create and Manage support knowledge base documentation.

(E) To manage and support L2 and L3 support activities with Team.

(F) To provide training to team for any new module/application/task

3) Job skills

• Experience in Support operation and Team management.
• Experience in incident management, problem management, change management and release management.
• Perform in-depth analysis of incidents to determine root causes and solutions
• Expertise in Documentation management for incidents/Projects
• Effectively work with other IT teams like application Service Desk, development and QA to investigate, test and develop solutions and workarounds to resolve client issues/requests
• Identify high priority incidents and escalat[e]to management
• Experience working with business users at client site
• Excellent communication, persuasion and negotiation skills
• Good team player
• Working knowledge of, Manage Engine ticketing portal, SQL Databases & basic network configuration
• Working Knowledge of IT Hardware and Software
• Ability to learn and master in house software

4) Few new application monitoring coming on board

• Fandom networking communication tool.
• Fortinet network and firewall alert monitoring etc.
• Nutanix Server Management platform. Active Directory advance knowledge

(Working Hours/Timing:1:30 pm to 10:30 pm 6 months and 2:30 pm to 11:30 pm 6 months due to daylight UK timing)