Application Support Engineer

Job RequirementsKey Objective- Triage new Incidents as they are received, prioritize appropriately and ensure that critical and non-critical issues are addressed in a timely manner.- Design and implementation of support processes using ITIL best practices.- Communicate directly with internal stakeholders, actively seeking a resolution to incidents and responding to queries. Major**Responsibilities**:- Monitor Application service level compliance, help in reducing risks and defining mitigation plans, and assist in resolving issues when required.- Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learned.- Adhere to compliance policies and enforce operation procedure- Drive for operational excellence of business-as-usual processes.- Provide regular and accurate reports to stakeholders as appropriate- Prepare achievable/improvement plans and track activities schedule- Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing- Participate in the planning and coordination of regular product releases/enhancement- Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.- Identifying, assessing and managing risks to the success of the business-as-usual processes.- Participate in the planning and coordination of quarterly product releases for our customer base.- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing- Liaise with the various local and international support groups for Incident and Request Tasks escalation- Act as incident manager and communicate outages to respective stakeholders and management- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents- Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices- Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.- Adopting agile practice as part of support process aligned with regional/global- Ensuring security and audit compliance for all the support deliverables Qualification- Bachelor’s degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.- At minimum with ITIL foundation certificate, an advance will be an advantage.- Understand and practice SDLC and/or Agile software development. Soft Skills- Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.- Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.- Excellent analytical thinking, problem-solving, and negotiation skill.- Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions.- High capability to handle business/customer complaints and queries effectively.- Highly motivated, results-driven, and able to multi-task.- Experience in engaging with internal and external stakeholders in defining business requirements.- Flexible and committed. As when required during critical incident or event to work beyond office hours/ different time zone.- Well-versed with any ticketing system and monitoring system. Technical Skill- Good technical background in Java,.Net and any other software / programming languages.- Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc.- Good knowledge of API, webservices and other integrations technologies.- Advanced and depth knowledge in SQL Query / PLSQL- Understand either practice or adopting Agile methodology and understanding of Scrum methodology.- Some understand and adopting cloud computing (Azure) / solutioning. Desired- Insurance Knowledge.- Data Interpretation- Willingness to go the extra mile and think out of the box- Having Microsoft Azure certification is a big plus