Application Support Engineer

Accenture in India; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading technology services firm in Pune is seeking a skilled Application Support Engineer to manage cloud infrastructure and coordinate service operations. The ideal candidate will have 5 to 8 years in IT infrastructure service operations, a Bachelor's degree, and proficiency in Incident Management. This full-time position requires working in shifts, including nights and weekends. Join a dynamic team to support critical business systems.

Qualifications

• Minimum 3 years of experience required.
• Good reporting skills.
• People management ability.

Responsibilities

• Manage cloud infrastructure environment through cross-technology administration.
• Handle service restoration incidents and coordinate changes.
• Monitor service aligned queues and eliminate backlogs.

Skills

Incident Management

Infrastructure Service Management

Root Cause Analysis

Service Operations

Excellent written communication

Automation initiatives

Hands on experience in Service NOW

Education

Bachelor's degree or 3-year Diploma

Job description

Application Support Engineer

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

• Incident Management
• Infrastructure Service Management

Minimum 3 years of experience required.

Educational qualification: 15 years full time education.

Role Description

• Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations.
• Manage the environment incidents, changes, problems, configuration with a focus on service restoration.
• Act as operations support for all computer, network, storage, security, or automation incidents /requests. Must Have Skills: Infrastructure Service Management Key Responsibilities:
• Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue Management.
• Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients.
• Ensure CAB/change process is handled as per laid out processes for assigned clients.
• Second escalation point and manager of Severity 1 incidents including internal and client communications.
• Invoke Escalation procedures and manage unresolved major incidents.
• Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions.
• Identifying Root causes for any issues or problems.
• Continuous Improvement Standardization opportunities.
• Automation opportunities.
• 5 to 8 years in an IT infrastructure environment handling E2E service management operations and exposure in team management.
• Has handled E2E Service Management Operations.
• Good reporting skills.
• ITIL 4 Foundation certification preferred.
• People Management Ability to co-ordinate with multiple teams across all domains.
• Excellent written communication skills with email etiquettes.
• Hands on experience in working in a multi-client environment.
• Has worked on Automation initiatives.
• Hands on experience in Service NOW.
• Educational Qualification: Bachelor’s degree or 3-year Diploma (12+3).
• Support Type / Hours: 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
• 5 days working per week, with weekly offs based on roster.
• 15 years full time education.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Software Development