Application Support Engineer - Catering

ParentPay Group; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

ParentPay Group is seeking an Application Support Engineer - Catering in Pune to join Service Operations. You will ensure daily tasks are completed, manage patching for PCI/ISO27001/Cyber Essentials+, and handle ServiceNow queue items including incidents and changes.

You will define monitoring alerts, create knowledge articles, and drive automation within the team while participating in on-call rotations and mandatory training.

Qualifications

• Experience in IT service delivery or support functions.
• MBA or IT degree or Information Security related education.
• Experience with Microsoft technologies.
• Excellent communication within service-centric organizations.
• Ability to interpret fault descriptions into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums (e.g., CAB).
• Experience in Education Technology is a plus.

Responsibilities

• Ensure daily tasks and activities are completed; perform remediation if not.
• Manage patching and upgrades to support compliance programs (PCI DSS, ISO27001, Cyber Essentials+).
• Address ServiceNow queue items assigned to your resolver group (incidents, problems, changes, service requests).
• Define alerts and events for monitoring systems to proactively manage component health.
• Create and maintain support documentation (wiki, ServiceNow articles) for fault detection and recovery.
• Collaborate to automate manual interventions within the team.
• Attend and complete mandatory training courses.
• Engage in transition of new services into Service Operations.
• Participate in out-of-hours on-call rota.
• Be SME and represent your technical domain in meetings/forums.

Skills

IT service delivery

Microsoft technologies

Communication skills

Workload management

Change Advisory Board

Education Technology

Education

MBA or IT degree

Tools

Active Directory

Azure

AWS

SQL Server

IIS

PowerShell

Job description

Application Support Engineer - Catering

Department: Service Operations

Employment Type: Permanent - Full Time

Location: Pune, India

Description

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.
• Be the subject matter expert and represent your technical domain in meetings and forums.

Key Responsibilities

• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota.

Be the subject matter expert and represent your technical domain in meetings and forums.

Skills, Knowledge and Expertise

Exp: 5+ Yrs

• Experience working in an IT service delivery or support function OR
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organization.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
• Experience working within Education Technology would be an advantage.

Technical knowledge

• Advanced Microsoft Active Directory configuration and support.
• Microsoft Azure and AWS cloud hosting platform administration.
• Microsoft SQL server experience.
• Windows Server and desktop management and configuration.
• Microsoft IIS web services administration and configuration.
• SQL backups experience.
• Advanced scripting and automation capabilities.
• Advanced knowledge of IOT and device management systems.
• Good knowledge of Azure analytics and KQL.
• Advanced knowledge of cashless catering solutions.