Application Support Engineer II WFO II Gurgaon II 3+

Application Support Engineer

3-8 Years

Gurgaon

Work from office

General Shift

• End to end Incident management including investigation and resolution; handover to L3 for any code changes.
• Analysis of issue while escalating to L3 level/SMEs.
• Ensure all production changes are made in accordance with life-cycle methodology and risk guidelines.
• Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
• Responsibilities also include root cause analysis, management communication and client relationship management in partnership with infrastructure service support team members.
• Meeting first response time SLA , using ticketing tool and work with L1 & L3 team and SMEs on the same.
• Support Ticket Reduction (Normalized as Average number of tickets per installation).
• Make configuration change or apply patch to meet customer requirements or resolve complaints.
• Drive product and process quality improvement.
• Minimizing customer escalations proactively with proper customer response and updates.

Rajat Arora

[email removed]

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