Application Support Engineer

Application Support Engineer

Act as software detectives, providing a dynamic service identifying and solving issues within multiple components of critical business systems.

Minimum 5 years of experience is required in Infrastructure Service Management. A 15 years full time education is required.

Roles & Responsibilities:

• Responsible for overseeing the end-to-end IT Change Management process, including the development, documentation, and enforcement of policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.
• Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.
• Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.
• Lead Change Advisory Board meetings and ensuring that all changes are properly evaluated and approved by relevant stakeholders.
• Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.
• Proactively Identify opportunities for process improvements within the Change Management and create the improvement stories for the backlog ready for development and complete the UAT testing.
• Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes.
• Own the forward schedule of change, and the release calendar.
• Facilitate post implementation review meetings with support teams and change owners to audit failed, emergency and expedited changes.
• Collaborate closely with the Configuration Manager to ensure all changes to configuration items are recorded in the CMDB and liaise with the Incident Managers to ensure that changes are implemented without causing disruption to IT services.
• Ensure that all changes comply with regulatory requirements and internal controls.

Professional & Technical Skills:

• Experience in IT Change Management or a related IT Service Management role.
• ITIL v3 or ITIL 4 Foundation certification is required; advanced ITIL certifications are a plus.
• Experienced with working with the IT Change Management Module in ServiceNow and implementing standard processes.
• Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks), with the ability to identify process improvements, document user stories, and perform user acceptance testing (UAT).
• Strong understanding of IT infrastructure, software development, and IT operations.
• Ability to assess complex IT changes and their potential impact on business operations.
• Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Experience leading cross-functional teams and managing stakeholders at all levels.
• Strong problem-solving skills, with the ability to make decisions under pressure.
• High level of attention to detail and a commitment to maintaining accurate records.
• Demonstrated examples of driving automation of the process for efficiency.
• Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy).
• Experience in a large enterprise environment or in a regulated industry.
• Preferred degree in information technology, Computer Science, or related field.

This position is based at our Bengaluru office.