Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. With your deep product knowledge, you will accurately define client issues and design resolutions. Your typical day will involve resolving client issues, communicating with clients and internal teams, and ensuring the smooth functioning of our systems. Roles & Responsibilities: Strong experience leading discussions and activities related to identifying and documenting problem tasks during a Major Incident call or review. The ability to communicate clearly and concisely with team members, stakeholders, customers, and vendors Assertive and excited attitude on Problem Management (they have used hair on fire mentality in their discussions). Significant experience that demonstrates the ability to drive to the solution to solve complex situations quickly, even when there is no clear solution. Illustrate experience of the ability to identify and resolve problems before they cause downtime. Experience in Monitoring Problem Management Task progress to verify that deadlines are met and objectives are fulfilled within expected timelines. Knowledge and experience with the 5 Whys Experience in a leadership role with Problem Management and not just the technical hands on experience but hands on experience with the related work is also essential. Good documentation skills. Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management. - Strong understanding of IT infrastructure and service management principles. - Experience in incident management, problem management, and change management processes. - Knowledge of ITIL framework and best practices. - Experience in troubleshooting and resolving technical issues. - Good To Have Skills: Experience with cloud technologies such as AWS or Azure. - Familiarity with IT service management tools such as ServiceNow. Additional Information: - The candidate should have a minimum of 4-6 years of experience in Infrastructure Service Management. - A 15 years full-time education is required.