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 year(s) of experience is required in Infrastructure Service Management. 15 years full time education is required.

Job Summary

The Service Request Manager is responsible for overseeing the end-to-end lifecycle of service requests raised by internal or external customers. This role ensures timely, accurate, and efficient fulfillment of service requests while maintaining high customer satisfaction and compliance with service level agreements (SLAs). The ideal candidate possesses strong organizational and communication skills, with a background in service management frameworks such as ITIL.

Key Responsibilities

• Manage the service request lifecycle from initiation to closure.
• Monitor and prioritize incoming service requests to ensure timely resolution.
• Assign and escalate requests to appropriate teams or personnel.
• Ensure service level targets and KPIs are consistently met.
• Coordinate with cross-functional teams to resolve complex or high-priority requests.
• Maintain accurate documentation and records of all service requests.
• Analyze service request trends and prepare regular reports for management.
• Identify opportunities to improve request handling processes and enhance customer experience.
• Ensure compliance with ITIL or other relevant service management frameworks.
• Support the implementation of automation and self-service capabilities.
• Conduct user training or awareness sessions related to the service request process.
• Participate in audits, reviews, and quality assurance activities.

Requirements

Education & Experience:

• Bachelor's degree in Information Technology, Business Administration, or related field.
• 3–5 years of experience in a service management or IT support environment.
• Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).

Skills:

• Strong understanding of service request management and ITIL best practices.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficient in Microsoft Office Suite and reporting tools.
• Customer-focused mindset with a commitment to service excellence.

Certifications (Preferred):

• ITIL Foundation Certification
• ServiceNow Administrator or related certifications

Key Performance Indicators (KPIs)

• Average service request resolution time
• SLA compliance rate
• Customer satisfaction (CSAT) score
• First-contact resolution rate
• Number of reopened service requests

Working Conditions

• May require occasional on-call or after-hours work depending on business needs.
• Hybrid or on-site work depending on company policy.

Additional Information

• The candidate should have minimum 5 years of experience in Infrastructure Service Management.
• This position is based at our Bengaluru office.

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