Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Service Integration and Management (SIAM)
Good to have skills : Infrastructure Service Management
Minimum 3 year(s) of experience is required
Educational Qualification : Graduate or above

Role: Major Incident & Problem manager. Time : 24X7 Rotational shifts and Oncall support during weekends. Role Description: Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. The Major Incident Manager/ Incident manager is responsible for the end-to-end management of all IT major incidents and escalated issues. Responsible for managing the lifecycle of all Problems Records & Knowledge Articles. Provide problem & knowledge management reporting. Also, one of the primary objectives is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented & manage quality knowledge base. Must Have Skill: ITIL /SIAM Foundation Certified Good To-Have Skill: SIAM Professional, ITIL Intermediate and Azure Fundamentals certified. Key responsibilities: IM/MIM: Their role and responsibilities are extremely varied and include (amongst others): Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews. Supporting and nurturing process improvements and knowledge base improvements. Continually maintaining and developing tools and resources to manage major incidents effectively. Providing periodic major incident metrics reports. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process among multiple vendors. Technical Experience: Good to have basic Azure/SAP/SaaS/Network/EUC fundamental knowledge. Professional Attributes: A good verbal and written communication skill to connect and drive major clients calls. Ability to operate independently and make effective decision with little direct supervision. Problem Solving & Strategic thinking. Educational Qualification: Any bachelors degree.