ITSM Fresh Service

About Client:

Our Client is a global IT services company headquartered in Southborough, Massachusetts, USA. Founded in 1996, with a revenue of $1.8B, with 35,000+ associates worldwide, specializes in digital engineering, and IT services company helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation. It partners with major firms in banking, healthcare, telecom, and media.

Our Client is known for combining deep industry expertise with agile development practices, enabling scalable and cost-effective digital transformation. The company operates in over 50 locations across more than 25 countries, has delivery centers in Asia, Europe, and North America and is backed by Baring Private Equity Asia.

Job Title: Information Technology Service Management Specialist

Job Locations: Preferred - Pune / Bangalore

Experience: 5+ Years

Job Type : Contract to hire (C2H)

Work Mode : Remote

Notice Period : Immediate Joiners

Job Description:

• The Application Support Engineer will be responsible for administering and supporting the ticketing system, along with providing operational support, maintenance, and lifecycle management for both SaaS (vendormanaged) and selfmanaged enterprise applications. The role ensures applications remain secure, available, performant, and compliant, while coordinating closely with vendors, internal infrastructure teams, InfoSec, and business stakeholders.
• The customer is flexible with candidates who have experience in other ITSM tools (ServiceNow, Atlassian Suite Jira & Confluence, etc) if they do not have Fresh service experience, as long as they have handson administration expertise on at least one ITSM platform.
• Candidates should have experience in both selfmanaged application support and SaaS (Managed Service) application support, along with Cloud/Application support capabilities.
• Candidates must be quick learners, able to adapt in a fastpaced environment, and demonstrate a strong willingness to learn and grow.
• Experience in application maintenance for multitier applications/tools (e.g., M365, etc.) is required.
• Familiarity with cloud platforms (AWS, Azure) and hybrid environments is expected.
• Shift Requirement: The client has agreed to ISTPST overlap shifts. However, the candidate will need to work until 2 PM PST (~3 AM IST) to collaborate effectively with the USbased teams.