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 : Cloud Based Service Management Process Design, Cloud Infrastructure
Good to have skills : NA
Minimum 3 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 5 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

15 Years of full time education

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