ITSM Application Support

Job Title: Fresh service ITSM & EM Product Engineer

Location: Gurgaon

Contract Duration: 1 Year

Expected Start: July 2026

Experience Required: 12+ Years

About the Role

We are looking for an experienced Fresh service ITSM Application Support Engineer to manage and support IT Service Management processes using the Fresh service cloud-based ITSM platform. This is an offshore engagement supporting a leading enterprise client in Qatar

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Key Responsibilities

• Administer, configure, and support the Fresh service ITSM platform across incident, problem, change, and service request modules
• Manage end-to-end ITSM workflows, automation rules, SLA policies, and escalation matrices within Fresh service
• Support Event Management (EM) processes monitor alerts, correlate events, and ensure timely response to IT events
• Troubleshoot Fresh service application issues and coordinate with Fresh works support when required
• Onboard new users, manage roles/permissions, and handle day-to-day admin requests
• Generate reports and dashboards for ITSM metrics and SLA compliance
• Support integration of Fresh service with third-party tools (monitoring tools, CMDB, communication platforms
• Document configurations, SOPs, and knowledge base articles
• Participate in ITSM process improvement initiatives

Mandatory Skills

• 12+ years of overall IT experience
• Hands-on experience with Fresh service ITSM platform administration, configuration, and support.
• Strong understanding of ITSM processes Incident Management, Problem Management, Change Management, Service Request Management.
• Experience with Event Management (EM) workflows
• Ability to work independently in an offshore model with minimal supervision

Good to Have

• ITIL v3/v4 Foundation certification
• Experience integrating Fresh service with monitoring or CMDB tools
• Prior experience supporting GCC/Middle East enterprise clients

Education

• Bachelor's degree in Computer Science, IT, or related field