About the role
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.