Application Support Engineer

2 months ago

Bangalore, India Allegis Group Full time

Position Summary :

- Support Engineer is responsible for supporting users of IT applications, responding to their requests and resolving incidents.

- He/she plays a pivotal role between Business and all other IT roles on Run related topics.

- He/she follows Run process standards and recommendations shared by Support Leader and contributes to their improvement.

- Support Engineer can either be part of Support Team or part of Squad. In either case, he/she takes part in Support community meetings.

Main responsibilities and duties of the role :

- Resolves incidents impacting business users as soon as possible

- Proactively investigates on incidents and pushes for resolution including workaround identification

- Coordinates actions of various teams (developers, infrastructure, etc.) during Significant Incident Management

- Ensures adequate and frequent communications toward users, senior management and other IT stakeholders

- Manages User requests in a timely manner

- Prioritizes user requests based on their Urgency, their Impact and the context

- Escalates requests to IT Teams or to other teams, if need be, but remains the main point of contact for the user

- Pushes for sustainable resolutions

- In case of Incident, ensures the root cause is properly identified and remediation actions are defined and prioritized (Problem Management)

- In case of recurrent Request, pushes for the creation of a Feature Development, automation or online help update

- Acts as the IT Production preferred communication channel with all stakeholders

- Synchronises Support engineers, infrastructure teams, business users and other users across business lines

- May extend his/her activities to complementary tasks like Testing or Business Analysis

Job Qualification (education, years of experience and other soft skills) :

- Education : Master Degree (Finance/IT)

- Mindset

- Solution oriented

- Business focused

- Reactivity

- Methodology

- ITIL

- Investigation & diagnostic skills

- Agility

- Functional & Technical skills

- IT process knowledge

- Technical skills (SQL, Python, XML, Script shell, Jira, etc.)

(ref:hirist.tech)

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