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 :Change Management
Minimum

3 year(s) of experience is required


Educational Qualification :Bachelors degree in information technology Engineering or related field4 to 6 years of experience requiredITIL V3 or ITIL 4 Certification and other professional certifications a plus

Summary:As an Infrastructure Service Management professional, you will be responsible for providing technical support to clients and ensuring the smooth functioning of systems and applications. Your typical day will involve interfacing with clients, identifying and resolving issues, and ensuring quality service delivery.
Roles & Responsibilities:

Takes the ownership of the Critical Incident and ensures the analysis of its business impact and the coordination / driving of the resolution by synchronizing efforts and bringing together the relevant resolution teams.

- Chairs the Critical Incident Management technical bridges meetings.

- Acts as a liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.

- Responsible for Communication to the Management for all Critical incidents.

- Contributes to the activation of ad hoc communication plans for specific Critical Incidents.

- After the Critical incident resolution, coordinates the Post Incident Review with the involved Delivery teams.

- Ensures that, following the resolution of each P1 Incident, Problem Management is initiated to diagnose the underlying cause of the Incident.

- Ensures terminology used (technical or business) is understood by both business and technical teams.
Professional & Technical Skills:

Must To Have Skills:Strong understanding of Infrastructure Service Management.

Good To Have Skills:Experience with Change Management.

Able to work to agreed timescales and SLA's.

Good working knowledge of data analysis techniques.

Good working knowledge of standard reporting tools and techniques.-Good working knowledge of the ServiceNow ITSM tool.

Ability to communicate, both verbally and in writing.

Able to demonstrate an ability to work collaboratively with stakeholders and other IT teams including those in other time zones.
Additional Information:

The candidate should have a minimum of 3 years of experience in Infrastructure Service Management.

This position is based at our Gurugram office.


Qualifications
Bachelors degree in information technology Engineering or related field4 to 6 years of experience requiredITIL V3 or ITIL 4 Certification and other professional certifications a plus