Application Tech Support Practitioner

Project Role :Application Tech Support Practitioner


Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Infrastructure Service Management

Good to have skills :NA
Minimum 7.5 year(s) of experience is required

Educational Qualification :15 years full time education

Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the continuous point of contact between clients and the system or application. The role focuses on maintaining high-quality service by effectively communicating with clients and internal teams to ensure smooth operation of world-class systems. This position requires attentiveness to client concerns, accurately identifying issues, and designing appropriate resolutions by leveraging a thorough understanding of the product. The practitioner plays a vital role in sustaining system reliability and client satisfaction through proactive engagement and problem-solving.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate cross-functional efforts to ensure timely resolution of complex issues.
- Mentor junior team members to enhance their technical and problem-solving capabilities.
- Monitor system performance and recommend improvements to optimize service delivery.

Professional & Technical Skills:
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Must To Have Skills:
Proficiency in Infrastructure Service Management.
- Strong knowledge of incident, problem, and change management processes within IT service frameworks.
- Experience in managing service level agreements and ensuring compliance with operational standards.
- Ability to analyze system logs and performance metrics to identify root causes of issues.
- Skilled in coordinating with technical teams to implement effective solutions and improvements.

Additional Information:
- The candidate should have minimum 8 years of experience in Infrastructure Service Management.
- This position is based at our HDC4 - SEZ location.
- A 15 years full time education is required.

Qualification
15 years full time education