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 : Quality Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Roles • Understand the Client’s technical landscape for endpoint management Service Management Expertise in: • Familiar with ITIL v3/V4 – practical know how • Stakeholder management • SLA management • Service Management governance • Strong analytical and problem solving skills • Ability to perform changes & hold independent conversations with the Client o Establish CLIENT personas and engage in workforce analysis to enable feature prioritization, pilot scoping, adoption and change management planning • Establish and follow CLIENT’s XLAs / KPIs needed to measure progress and success within user experience • Have periodic & adhoc review meetings • Utilize data and reporting available from the CLIENT digital workplace analytics, surveys, feedback and persona insights • Establish and maintain CLIENT user experience development backlog and prioritize improvement opportunities to its roadmap, also keeping an eye on e.g. MSFT roadmap and incorporate relevant topics into roadmap • Communicate CLIENT UX roadmap, release planning and timelines to CLIENT organization regularly to ensure transparency Experience Management skills: • Stakeholder management: To be an interface with the client for employee experience topics across multiple teams. • Analytical mindset: To identify improvement opportunities which could help improve user experience, Identify areas with low score and conduct analysis using both qualitative and quantitative data • Ability to work with poorly defined problem statements or approaches • Team engagement: Work with various product/ Client IT teams to facilitate overall uptick / gradual improvement in user experience • Understand User Profiles, User journeys, dependencies in the Client environment, associated management tools & teams Be the face of the Delivery team for any key issues / problem / changes Tools Experience: • Working experience and knowledge on: o ITSM tools like ServiceNow, Remedy, etc. o End user monitoring tools like Aternity, Nexthink, etc. o Customer Satisfaction Survey tools o Data Analysis tools such as Power BI/ Splunk o UXI Tooling • Interface with UXI Tool developers for keeping it real & enhance as required. Interface with Client’s Change Management functions Interpret any User /Business feedback & identify potential opportunities for improvement Analyze, collaborate & propose Continuous Service Improvement activities & discuss with the Clients. Desirable to understand DEM tools such as Nexthink. Additional Information: - The candidate should have minimum 7.5 years of experience in Quality Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.15 years full time education

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