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 : Incident Management, Change Management
Minimum 5 year(s) of experience is required
Educational Qualification : 15 yrs of minimum education

Summary: As an Infrastructure Service Management professional, you will be responsible for ensuring the smooth functioning of the client's systems and applications. Your typical day will involve interfacing with clients, identifying and resolving issues, and designing solutions based on your deep product knowledge. Roles & Responsibilities: - Act as the primary interface between the client and the system or application, ensuring timely resolution of issues. - Utilize your deep product knowledge to accurately define client issues and design effective solutions. - Collaborate with cross-functional teams to ensure the smooth functioning of the client's systems and applications. - Maintain a high level of quality in all aspects of service delivery, utilizing exceptional communication skills to keep our world-class systems running. Professional & Technical Skills: - Must To Have Skills: Strong understanding of Infrastructure Service Management. - Good To Have Skills: Experience with Incident Management and Change Management. - Experience in interfacing with clients and resolving issues in a timely manner. - Excellent communication skills, with the ability to effectively collaborate with cross-functional teams. - Ability to accurately define client issues and design effective solutions based on deep product knowledge. Additional Information: - The candidate should have a minimum of 5 years of experience in Infrastructure Service Management. - This position is based at our Bengaluru office. 1. Impact and Value: Focus on creating a measurable difference and creating value perceived by the client: a. Demonstrate the value of Service Management by improving SLAs / KPIs i.e., by reducing the number of incidents, recurring incidents, MTBF, resolution time, failed changes, change variance, business impact and improving efficiency of Known errors. b. Ensure Zero escalations from client and no NCs or Observations during Internal or External audits. 2. Cross-Functional Priorities: Aligning with team / Organizational goal. a. Implement Cross Functional Service Management collaboration across each level with required trainings and job rotations. b. Evaluate the contribution of team leads (CL-9 and above) to innovate and continuously improve Cross Functional Service Management process and thereby reduce cost. 3. Efficiency: Reduce waste, do more with less and remain focused on what is relevant a. Demonstrate the value of CSI through tangible improvements, such as cost savings, improved productivity, and revenue generation. (Minimum 2 CSI implementation a year) b. Improve Service volume ratio YoY by effective and optimal utilization of resources. 4. Creator of Talent: Professional development Opportunities a. Resources to be get skilled on any of the two below industries leading skills. i. Cloud Computing ii. Automation and Scripting iii. Data Analytics and Reporting iv. Agile and Scrum v. Cybersecurity vi. ServiceNow or other ITSM tools vii. Conduct knowledge-sharing sessions on Process, Technology, best practices, communication skills or. (1 per quarter) b. Complete all Accenture and Client mandatory trainings.