HCLSoftware hiring L2 & L3 applicationsupport engineer_Noida,Bangalore

Send resumes to: [email removed] with below details:

Name:

Exp:

CTC:

ECTC:

Notice period:

Current location:

Job Description

• Provide technical support for critical business applications by responding to user requests and

troubleshooting application and integration issues.

• Responsible for attending incidents and service requests raised by users with prescribed SLA
• Responsible for understanding the various categories of issues and service request and ensure

correct triaging, assignment and tracking till closure.

• Work with end-users to provide training and support for using applications.
• Collaborate with development and infrastructure teams to implement changes and updates to

applications and integrations.

• Responsible to generate reports, draw inferences, and present to stakeholder in Service review.
• Responsible to prepare the MOM and coordinate to close the actions by respective team member

Logging calls with the vendors and ensuring that the calls are resolved within the SLA signed with

the vendor.

• Follow escalation procedure as per defined escalation matrix.
• Update customer on any delays to resolution of an Incident.
• Create knowledge articles for issues which do not have articles in the internal knowledge base.
• Ready to work in 24x7 Support. Support continuity of business.
• Manage stakeholders through various communication channel and provide regular updates on

the deliverables.

Knowledge and Skills Required:

• Must have relevant IT experience of 3-15 years as Application Support Engineer
• Ability to troubleshoot support cases using Logs and MELT
• Development experience in Java Spring Boot or NodeJS
• Knowledge of using tools such as Postman, Chrome/Edge Inspect Tools
• Knowledge of Databases like Postgres preferred.
• Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference

model.

• Knowledge of IT Service Management (ITSM) tools.
• Excellent verbal and written communications skills.
• Excellent initiative, problem solving, priority setting, and collaboration skills.