Desktop Application Support Engineer

Job Role: Application Support Engineer

Job Location: Bangalore, Hyderabad, Pune

Work Mode: (Hybrid)

Experience : 6+ years

ALM & AOM is Mandatory.

Role Overview

• The Desktop Application Support Engineer is responsible for overseeing the end-to-end lifecycle of enterprise desktop applications across the organization.
• This role ensures strategic governance, operational excellence, compliance, and continuous improvement of all desktop applications under the portfolio.
• The manager acts as a bridge between business stakeholders, IT service teams, vendors, and technical specialists to guarantee efficient service delivery and alignment with organizational goals.

Key Responsibilities

1. Portfolio Governance & Strategy

• Manage the complete portfolio of desktop applications, ensuring alignment with business needs and technology strategy.
• Establish governance processes for onboarding, lifecycle management, retirement, and compliance of applications.
• Assess application risks, dependencies, and impacts to inform prioritization and resource planning.

2. Service Delivery & Operations Management

• Oversee L1L3 support operations for desktop applications, ensuring SLAs, KPIs, and quality benchmarks are met.
• Coordinate with service teams for incident resolution, request fulfilment, problem management, and change enablement.
• Monitor performance, usage trends, license consumption, vulnerabilities, and compliance metrics.

3. Stakeholder & Vendor Management

• Partner with business units, product owners, and SMEs to understand needs and drive application improvements.
• Manage vendor engagements, contract renewals, license optimization, and escalations.
• Facilitate periodic operational reviews with stakeholders and leadership.

4. Application Onboarding & Lifecycle Management

• Ensure applications meet enterprise standards for compatibility, accessibility, security, and architecture.

5. Compliance, Security & Risk Management

• Ensure all desktop applications adhere to organizational security standards, licensing compliance, data governance, and regulatory requirements.
• Oversee vulnerability assessments, risk mitigation actions, and remediation follow-up.
• Support internal audits, external audits, and compliance reporting.

6. Continuous Improvement & Innovation

• Implement monitoring dashboards, analytics, and health checks using platforms such as Power BI and ServiceNow.
• Recommend modernization initiatives, rationalization opportunities, and performance optimization strategies.

Required Skills & Experience

Technical Skills

• Knowledge of Windows & macOS desktop ecosystems.
• Familiarity with ITSM tools (ServiceNow), license management tools, and security compliance frameworks.
• Experience in Power BI reporting, automation tools, RPA (UiPath/Power Automate) preferred.

Professional Skills

• Proven experience managing a large application portfolio (100+ apps) in an enterprise environment.
• Strong vendor and stakeholder management capabilities.
• Excellent analytical, communication, and documentation skills.
• Ability to lead cross-functional teams and drive structured governance.

Experience & Qualification

• 5 years of experience in IT Application Support, End-User Computing, Application Lifecycle Management, AOM(Application Operations Manager)
• Prior experience in a management/lead role handling complex portfolios.
• Bachelor's degree in computer science, IT, Engineering, or equivalent.
• Industry certifications (ITIL, Microsoft Endpoint Manager, Azure Fundamentals) are an added advantage.

Key Performance Indicators (KPIs)

• SLA/KPI adherence across incidents, requests, and changes.
• Application health, compliance, and vulnerability closure status.
• License optimization and cost savings.
• Reduction in recurring incidents and packaging rework.
• Stakeholder satisfaction and audit readiness"