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 : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve technical problems, ensuring that business operations run smoothly and efficiently. You will engage in proactive monitoring of systems, analyze incidents, and implement solutions to enhance system performance and reliability, all while maintaining a focus on customer satisfaction and service excellence. Roles & Responsibilities: Scope: Escalation Intake Services • Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team) • Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later: hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technically • Follow-Up on running escalations to see if further support from other teams required, make sure this support is given and overall progress is made • Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots • Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results • As an Escalation intake service team member, you will be the primary point of contact for escalated customer issues. You will analyze Customer/Technical Service Manager/Client Delivery Manager/Private customer Team / Project Leads / Senior Management, complaints, queries or concerns and determine the best course of action to resolve them. You will collaborate with internal teams like technical support, and other techops to investigate and address the root cause of customer issues. Additionally, you will provide guidance and training and action plan to techops team on handling escalated cases. • The job also includes customer call requests management • Golive support • MCC support • EOS process for handling premium customers • working on INC and SR • familiar with ticket tools like service now, SPC • to assist on complex issues by targeting required audience via a Teams bridge call • need to work in rotational shift including weekends • Act as a POC for all escalations by internal Customer Service Desk/Technical Service Manager/Client Delivery Manager/Private customer Team / Project Leads / Senior Management and customer and assist to provide support on the issue • Support MIM on all related/child ticket SR's for an INC P1/P2/P3 Professional & Technical Skills: • Basic but broad knowledge about Cloud Operations • Availability for working in shifts, since service will be 24/7 • Advanced knowledge about ITSM processes, preferably ITIL certified • Experience in Service Desk function is a plus • Ideally: knowledge about Enterprise Cloud Services (ECS) /HANA Enterprise Cloud (HEC), and about the overall organizational and functional structure of ECS Technical Operations Organization • Must To Have Skills: Proficiency in Infrastructure Service Management. • Strong understanding of incident management processes and tools. • Experience with problem management and root cause analysis. • Familiarity with SLAs and performance metrics. • Ability to work collaboratively in a team-oriented environment. Additional Information: • The candidate should have a minimum of 3 years of working experience as an Escalation Manager, Secondary Skill Incident Manager / Major Incident Manager. • This position is based at our Bangalore office. • A 15 years full time education is required - A bachelor’s degree in computer science or related field.15 years full time education

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