Technical Support Engineer

Responsibilities:

• Technically skilled IT Application Support/Operations Associate with 3-4 years of experience in application support, production support, change management, and problem management. The ideal candidate should possess strong ITIL process knowledge, excellent troubleshooting skills, and hands-on experience in supporting enterprise applications while ensuring service stability and operational excellence
• Manage and govern the end-to-end change management process in alignment with ITIL best practices.
• Review, assess, and coordinate standard, normal, and emergency changes while minimizing business impact.
• Facilitate Change Advisory Board (CAB) meetings and ensure stakeholder participation.
• Drive problem management activities, including root cause analysis (RCA), trend analysis, and preventive action planning.
• Identify recurring incidents and collaborate with technical teams to implement permanent fixes.
• Monitor adherence to change and problem management policies, processes, and SLA commitments.
• Prepare governance dashboards, MIS reports, and management reviews related to operational performance.
• Provide Level 1/Level 2 application support through voice, email, and web-based support channels.
• Coordinate with application development, infrastructure, middleware, and business teams to resolve production issues.
• Support incident resolution, service restoration, and operational governance activities.
• Drive continual service improvement initiatives and process optimization efforts.
• Ensure production stability and customer satisfaction through proactive monitoring and issue management.

Requirements:

• Experience: 3-4 years.
• Minimum qualification is a full-time B. Tech / B. E. / BCA.
• Fluent in English and Hindi.
• Experience in Java, RDBMS, Struts, and middleware like WebMethods, GXS, ESB, etc.
• Experience of at least 3 years in resolving technical IT-related queries via voice, e-mail, and web support.