Applications & Services Engineer

6 days ago


Ludhiana India People, Jobs, and News Full time

Job Description own service operations (BoldDesk), SLAs/CSAT, and business applications/portals (Client & Induction). Run change/release, knowledge, and training. Interface with development for portal releases and with vendors for renewals/licensing. Core Responsibilities - Service Desk Ownership: prioritization matrix, escalations, backlog hygiene, weekly operations and CSAT reporting (ITIL-aligned). - Applications & Portals: L2 ownership, UAT, release checklists/rollback plans, incident RCA, access requests. - Change & Release: chair a lightweight CAB, maintain change calendar, reduce failed changes. - Vendor & Renewals: Microsoft 365/AWS/EDR/domains/hosting; cost control, license hygiene. - Training & Knowledge: joiner induction, quarterly phishing/user awareness, KB publication cadence. - People & Quality: coach L1/L2; QA of ticket notes; continuous improvement using data. Key Performance Indicators (KPIs) - SLA (P3/P4) 90%; CSAT 4.5/5. Failed changes Skills: renewals,training,portals,operations,csat



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