Application Support Engineer

apartmentAccenture placeChennai calendar_month25/10/2024

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Infrastructure Service Management
Good to have skills : Cloud Infrastructure
Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years of full time education

Key/Primary Skills: Responsible for the delivery of Change, Incident, Problem and Configuration Management for given

service(s), excellent reporting skills.

Provide a Service Management point of escalation for the supported projects.
Perform an Operational Service Management hands on role including:

o Monitor, manage and prioritize all service aligned ticketing queues ensuring service levels are
maintained and backlogs are eliminated
o Ensure CAB / Change management process is complied with while delivering Business and IO
requests
o First escalation point and manager of Priority 1/2 incidents including internal and client
communications
o Create Major Incident Reports (MIR/RCA) and monitor progress of MIR/RCA actions
o Monitor and manage all severity incidents to ensure SLAs are met
o Identify incident trends and drive root cause resolution through proactive problem
management
o Own delivery of Service Reports including daily, weekly and monthly Service Performance
Reports

Identify, investigate and resolve Service Management issues e.g., ensuring good quality of

information in incident, change and problem records and promptly identify issues that need to be
escalated

Work closely with the Service Delivery Manager to identify and implement service

improvements – demonstrating an increase in the quality of service and a reduction in cost, drive
automation, etc.

Point of contact for the Service Management Team for the transition of new clients,

enhancements to existing services.

Act as backup to Service Management Lead and have enough knowledge to cover effectively

on the SM deliverables.

Support IT governance and audit requirements.

Good to Have Skills: ServiceNow administration skills, MS PowerBI skills

Job Requirements:

Key responsibilities: Change, Incident, Problem, Request, Configuration Management, BizOps,

Reporting, SLA management.

Professional/Technical Experience: Candidate should have 10 years of experience in Cloud Infra

Service Management.

Professional Attributes: Excellent verbal and written communication skills, good analytical and

problem-solving skills, should be able to independently manage and prioritize tasks. Should have
an eye for detail.

Educational Qualification: Graduate

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