Applications & Services Engineer

3 days ago


Ludhiana, Punjab, India Headsup Corporation Full time ₹ 5,00,000 - ₹ 15,00,000 per year

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 < 2%; ticket deflection via knowledge base ≥ 20%. • Onboarding cycle time < 1 business day; weekly ops report published.  



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