App Support Engineer ASE

Prodapt Solutions Private Limited; Irving (TX); On-site; USD 55,000 - 90,000; Full time

Job summary

Prodapt Solutions Private Limited in Irving, TX, seeks an IT/Tech Support Engineer to respond to incidents, triage, and keep users updated while maintaining SLA compliance.

Applicants should understand Telecom OSS domain, ITIL concepts, and be able to work 24x7 in rotational shifts. Strong communication and troubleshooting skills are essential for this role.

Qualifications

• Bachelor’s or Master’s degree in CS/Engineering/IT/Business or related field, or equivalent with 2–3 years of experience.
• Understanding ITIL concepts and Telecom OSS domain.
• Experience in 24x7 production support with strong troubleshooting skills.
• Ability to prioritize incidents by impact and SLA, and communicate status clearly.
• Willingness to work in 24/7 rotational shifts and flexible timings.

Responsibilities

• Respond to reported incidents/requests and initiate incident management; inform users at intervals.
• Log incidents and resolutions to identify recurring issues.
• Perform daily triage of incidents and monitor system health.
• Configure threshold alerts, triggers, and remediation; ensure SLA compliance.
• Coordinate with vendors to resolve hardware/software incidents; follow up to closure.
• Maintain reports and correspondence related to IT support work.
• Analyse incidents and escalate to L2 when needed.
• Investigate and diagnose issues to restore services quickly.
• Validate SLAs for supportability and performance.

Skills

Telecom OSS domain

ITIL concepts

Troubleshooting skills

Communication skills

Scripting language

Incident management

Shift work

Education

Bachelor’s/Master’s degree (CS/Engineering/IT/Business)

Job description

Overview

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.

A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

Responsibilities

• Should have basic understanding of Telecom OSS domain.
• Should have understanding on ITIL Concepts.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Should have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA
• Should be ready to work in 24/7 rotational shifts with flexibility timings.
• Good communication skill.
• Experience with scripting language is preferred.
• Respond to reported service incidents/requests and initiate the incident management.Keep users informed about their incidents' status at agreed intervals
• Verify resolution with users and resolve incidents in tool
• Log all incidents/service requests and their resolution to identify recurring issues
• Perform daily triage of incidents
• Configure threshold value alerting, triggers, and remediation
• Monitor network utilization and system health checks
• Maintain and update reports and correspondence related to the work
• Prioritize incidents according to their urgency and impact on the business
• Analyse and upscale the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5
• Investigate and diagnose incidents to restore failed IT services as quickly as possible
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs

Requirements

• Escalate incidents at risk of breaching SLAs to the responsible teams
• Scale up to demonstrate flexibility in handling business criticality and handling spikes
• Propose automation opportunities for repetitive tasks to improve change management process
• Conduct Root Cause Analysis (RCA) post restoration of service
• Coordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure
• Learn and comply with validation requirements, standard-operating procedures (SOPs), product quality model (PQM), and change control maintenance for product life cycle
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to industry best practices
• Education & Experience: Bachelor’s/Master's degree in Computer Science, Engineering, Information Technology, Business, or a related discipline/ field; OR equivalent combination of education and relevant 2-3 years of experience.