Application Support & Service Delivery

Confidential Client; Ernakulam; Hybrid; INR 420,000 - 660,000; Full time

Job summary

Confidential Client in Kochi is hiring for an Application Support & Service Delivery role. The position focuses on resolving incidents, service requests, and changes within SLAs while providing day-to-day operational support for ITR clients and environments.

You will analyze, troubleshoot, and investigate application issues (functional, data, configuration) and coordinate with internal teams to ensure timely resolution. A Bachelor’s degree and 1–2 years of related experience are preferred.

Qualifications

• Understanding of ITSM application support processes, SLA adherence, and issue troubleshooting.
• Basic to intermediate SQL query-writing skills and data analysis.
• Proficiency in Microsoft Excel and data handling for reporting and validation.
• Experience with CRM ticket lifecycle management and incident handling.

Responsibilities

• Manage and resolve incidents, service requests, and change requests within SLAs.
• Perform day-to-day operational support activities for assigned clients/environments.
• Analyze, troubleshoot, and investigate application issues (functional, data, configuration).
• Coordinate with internal teams and stakeholders to support timely resolution.
• Maintain accurate ticket updates, resolution details, and closure documentation.
• Escalate risks, blockers, and client-impacting items in a timely manner.
• Support transition of new activities and onboarding of client-specific processes.

Skills

ITSM fundamentals

SQL basics

Excel skills

CRM lifecycle

Communication

Education

Bachelor's degree in Computer Science/IT/Engineering

Tools

ServiceNow

CSM

Jira

Job description

Location – Kochi – Hybrid(Highly preferred), BLR – secondary choice

BU – IMS Health

YOE – 2+

Application Support & Service Delivery

Manage and resolve assigned incidents, service requests, and change requests within agreed SLAs.

Perform day-to-day operational support activities for assigned ITR clients and environments.

Analyze, troubleshoot, and investigate application issues, including functional, data, configuration, and operational problems.

Coordinate with internal teams, senior analysts, leads, developers, and business stakeholders to support timely resolution.

Maintain accurate ticket updates, activity notes, resolution details, and closure documentation throughout the ticket lifecycle.

Escalate risks, blockers, recurring issues, and client-impacting items in a timely and structured manner.

Support periodic business processes, reporting season activities, client deliverables, and operational readiness checks.

Communicate professionally with internal stakeholders and, where applicable, clients regarding request status, clarifications, risks, and outcomes.

Support transition of new activities, onboarding of client‑specific processes, and handover of operational responsibilities.

Incident, Service Request, Problem & Change Management

Follow ITIL-aligned Incident Management, Problem Management, Service Request Fulfilment, and Change Management processes.

Participate in root cause investigation by providing evidence, ticket history, analysis, and operational observations.

Contribute to preventive actions and recommendations for recurring issues.

Support interface monitoring, scheduled checks, file validations, and operational reporting activities where applicable.

Perform approved configuration changes in Application environments as per documented procedures and change controls.

Support data correction, data remediation, data validation, and maintenance activities.

Validate completed changes through defined testing or verification steps before handover or closure.

Maintain data integrity and follow required approval, evidence, and auditability standards.

Continuous Improvement & Knowledge Management

Create, update, and maintain knowledge articles, SOPs, work instructions, checklists, and operational notes.

Share lessons learned, known errors, reusable fixes, and best practices with the team.

Participate in cross‑training and knowledge‑sharing sessions to strengthen team capability.

Required Knowledge, Skills & Abilities

Skill Area

Expected Capability

Functional Skills

Understanding of ITSM application support processes, CRM ticket lifecycle management, operational support, SLA adherence, and the ability to interpret business requirements and troubleshoot functional application issues.

Technical Skills (preferred)

Preferably Basic to intermediate SQL query‑writing skills, understanding of relational database concepts, ability to work with logs or data extracts where required, and proficiency in Microsoft Office, especially Excel.

Service Management

Working knowledge of Incident Management, Service Request Fulfilment, Problem Management, and Change Management. Familiarity with tools such as ServiceNow, CSM, Jira, or similar platforms.

Professional Skills

Customer service orientation, clear written and verbal communication, attention to detail, analytical thinking, prioritization, ownership, collaboration, and ability to work effectively in a fast‑paced support environment.

Education & Experience

Bachelor's degree in Computer Science, Information Technology, Engineering, Life Sciences, Business Technology, or a related discipline.

1 to 2 years of experience in Application Support, Product Support, Managed Services, Software Operations, or Client Operations.

Experience supporting enterprise SaaS or regulated business applications is preferred.

Knowledge of Commercial Compliance, Transparency Reporting, Healthcare Compliance, Regulatory Reporting, or related domains is desirable.

ITIL Foundation certification is preferred.

Working Conditions

Participate in a global support organization with rotational shift coverage.

Support clients and stakeholders in shifts across US and European regions as required.

Participate in reporting season support, validation activities, production deployment support, and critical incident support when assigned.

Follow applicable organizational policies, security expectations, confidentiality requirements, and client data handling practices.