Application Support Specialist
1 week ago
We are Hiring Application Support Engineer with ServiceNow
Are you ready to take your career to new heights in the dynamic world? LTIMindtree is expanding its team across location and looking for passionate professionals to join us.
How to Apply: Share your resume to
Experience :: 8-12 yrs
Location :: Mumbai-Mahape/Chennai
Notice Period : Immediate- 30 Days
Primary Technical Skills :: Application Support Engineer
8+ years' experience in application support management (AMS)/ITSM - 24x7, onsite-offshore model having large team and ability to work with extended teams.
Proficient in AMS areas like – incident, service, problem, change, transition management; lead MIM calls, coordinate with MIM coordinator & technical teams.
Experience in delivering enhancements & projects.
Excellent communication and presentation skills.
Experience in Client relationship management including escalation and complaints.
Managing end to end client & vendor communication
Problem solving & decision-making skills.
Experienced in ITIL framework (preferred ITIL certified)
Hands-on experience in working with tools like ServiceNow (SNOW), Jira, or similar.
Create Reports – Weekly, Monthly, Quarterly, Ad-hoc.
Provide inputs for SoW, RFI, RFP activities at account level and if necessary, lead them.
Have a knack for Automation and productivity improvement opportunities throughout the lifecycle.
Experience in working with LTIM Tools/Systems (ProFit, iManage, iFulfill, Compass, etc.)
Experience is project management activities including Resource management (onboarding, assessment & feedback, addressing concerns, upskill planning)
Project quality aspects – Exposure to ISO, CMMI audits, BCP (Internal and External)
Maintain various records for application, resources, etc.
Experience in manufacturing domain (preferred)
Role and Responsibilities
Hosting daily, weekly, monthly calls with internal and external stakeholders.
Conduct ticket review/audits and work with stakeholders to address any lapse.
Strive to have minimum backlog of tickets across all the service areas.
Work with cluster SDM (service delivery managers) to address critical items.
Monitor and address tickets for SLA breaches through dashboards and reports.
Leading customer audits including SOX audits.
Conduct dedicated problem management deep dive sessions and why-why analysis (8D)
Identify and implement continuous improvement opportunities within all areas.
Ensure timely escalation is done using escalation matrix
Document MoM and action items
Follow up with SDM to ensure closure of actions within agreed time frame
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