Application Support Engineer

Acesoft Labs; Bengaluru; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Acesoft Labs in Bengaluru seeks an IT support professional to manage user tickets and coordinate incident responses. You will handle Level 2 tickets (Incident, Problem, Change and Request) and monitor Level 1 routing, ensuring timely resolution and escalation as needed.

Key responsibilities include major incident management for Priority 1 issues, acting as point of contact for customers, vendors and internal teams, and driving process adherence and continual improvement.

Qualifications

• Understanding of operational processes
• Experience in handling incident management and addressing tickets
• SNOW usage experience
• User management knowledge & understanding the current application and tool functionality
• Prior experience in Handling Priority 1 issues (Major Incident Management)

Responsibilities

• User management and ticket handling.
• Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported
• Coordinate with other teams/vendors during implementation, deployments, upgrades etc.
• Monitoring level 1 tickets and routing.
• Handle Priority 1 issues (Major Incident Management)
• Act as point of contact for all issues impacting the Service (to customer/vendors/other teams)
• Process Adherence and Continuous Improvements.
• Tracking & Monitoring all tickets and providing the reports on time for Auditing.

Skills

Operational processes

Incident management

SNOW experience

User management

Major Incident Management

Job description

Role & responsibilities

• User management and Ticket handling.
• Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported
• Coordinate with other teams/vendors during implementation, deployments, upgrades etc.
• Monitoring level 1 tickets and routing.
• Handle Priority 1 issues (Major Incident Management)
• Act as point of contact for all issues impacting the Service (to customer/vendors/other teams)
• Process Adherence and Continuous Improvements.
• Tracking & Monitoring all tickets and providing the reports on time for Auditing.

Preferred candidate profile

• Understanding Operational process.
• Experience in handling incident management and addressing the tickets.
• SNOW usage experience.
• User management knowledge & understanding the current application and tool functionality.
• Prior experience in Handling Priority 1 issues (Major Incident Management)