Application Support Engineer

Role & responsibilities
• User management and Ticket handling.
• Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported
• Coordinate with other teams/vendors during implementation, deployments, upgrades etc.
• Monitoring level 1 tickets and routing.
• Handle Priority 1 issues (Major Incident Management)
• Act as point of contact for all issues impacting the Service (to customer/vendors/other teams)
• Process Adherence and Continuous Improvements.
• Tracking & Monitoring all tickets and providing the reports on time for Auditing.

Preferred candidate profile
• Understanding Operational process.
• Experience in handling incident management and addressing the tickets.
• SNOW usage experience.
• User management knowledge & understanding the current application and tool functionality.
• Prior experience in Handling Priority 1 issues (Major Incident Management)