3,960 Application Engineer jobs in India
Application Support Engineer
Posted 1 day ago
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Job Description
**OSTTRA India**
**The Role: Application Support Engineer**
**The Team:** Application Support is a global team that provides technical support across the suite of OSTTRA products. The application support team works closely with a highly competent Client Services team and the core project teams to resolve client issues whilst continually improving our platforms. Our work helps ensure that OSTTRA provides a high-quality service and maintains client satisfaction.
**The Impact:** Together, we build, support, protect and manage high-performance, resilient platforms that process more than 100 million messages a day. Our services are vital to automated trade processing around the globe, managing peak volumes and working with our customers and regulators to ensure the efficient settlement of trades and effective operation of global capital markets.
**What's in it for you:**
OSTTRA is seeking an Application Support professional to join the Application Support Team. The role encompasses 2nd line technical application support as well as integration support for our Trade Processing applications. This person will report directly to the regional support manager and work closely with an experienced global team to contribute to the quality of our support.
You will have 6-10 years' experience of Application Support & Project Management to meet the needs of our expanding portfolio of Financial Services clients.
This role presents an excellent opportunity to be part of an agile team based out of India, collaborating with colleagues across multiple regions globally, with a strong focus on delivering value through self-service.
**Responsibilities:**
+ Your duties will include providing technical L2 and L3 support to both internal and external customers across our full suite of OTC Derivative products and FX for post-trade confirmation processing.
+ You will need to demonstrate excellent communication skills and have a natural ability to learn with a keen interest in technology. You must be a team player and enjoy working in a high-performance collaborative global group.
+ The successful candidate will need to be able to apply strong technical skills and good business knowledge, together with investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner.
+ Liaising with other team members, Product, Development and particularly the infrastructure teams as required for 3rd line escalation. Technical advisory will be required at times by Product and business or clients for solution delivery.
+ Working directly with clients, to understand and resolve issues and liaising with delivery teams to ensure readiness for new platform releases. Based in our Gurgaon office, you will be responsible for handling escalations, identifying and communicating technical resolutions in English.
+ You will also work on initiatives around platform industrialization, proactive application health monitoring and reporting.
**What We're Looking For:**
+ University graduate or equivalent with background of bachelor's in computer science.
+ Ability to read and trace Java, C++ and/or scripting languages.
+ Possess the understanding of PAAS and implementation with OpenShift.
+ Experience or having high motivation to pick up cloud implementation on AWS.
+ Experience in handling client issues and expectation management.
+ Experience in Application Support, software development and deployment (SDLC).
+ Good Unix skills, including scripting experience.
+ Experience of XML and XSLT.
+ Experience of databases including SQL scripting, preferably but not limited to Oracle.
+ Good understanding of messaging platforms and protocols like FIX and IBM MQ.
+ Understanding of networking principles, its practical uses and basic troubleshooting.
+ Experience in encrypted connectivity channels utilizing SSL and TLS.
+ Have experience of working in the Finance Industry.
+ Knowledge of the Financial OTC Derivative and FX products.
+ Good understanding of Application Support processes.
+ Awareness of Derivatives products and post trade processing (desirable).
+ Be flexible regarding hours including weekends and public holidays.
+ Knowledge of financial protocols like FIX, FPmL, TOF etc
+ Ability to understand Application architecture, and able to effectively navigate to the problem area.
+ Ability to apply analytic methodology, such as trending, distribution etc., to get insight from application data to help troubleshooting.
+ Ability to understand business workflow and tie to technical implementation.
**The Location: Gurgaon, India**
**About Company Statement:**
OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimization services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimize processing to drive post-trade efficiencies.
OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. These businesses have an exemplary track record of developing and supporting critical market infrastructure and bring together an established community of market participants comprising all trading relationships and paradigms, connected using powerful integration and transformation capabilities.
**About OSTTRA**
_Candidates should note that OSTTRA is an_ _independent firm,_ _jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global_ _provides recruitment services_ _to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts._
OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group.
With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement.
Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets.
Learn more at .
**What's In It For** **You?**
**Benefits:**
We take care of you, so you can take care of business. We care about our people. That's why we provide everything you-and your career-need to thrive at S&P Global.
Our benefits include:
+ Health & Wellness: Health care coverage designed for the mind and body.
+ Flexible Downtime: Generous time off helps keep you energized for your time on.
+ Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
+ Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
+ Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
+ Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.
For more information on benefits by country visit: Fraud Alert:**
If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to . S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here ( .
---
**Equal Opportunity Employer**
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.
**US Candidates Only:** The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)
**Job ID:**
**Posted On:**
**Location:** Gurgaon, Haryana, India
Application Support Engineer
Posted today
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Job Description
Application Support Engineer – CHN/HYD/ CBE
Skills:
Excellent communication skills
Technical- Ticketing tool, active directory, windows server, customer support, international client/customer experience.
Job Description
- Bachelor’s degree in computer science or related field or equivalent experience
- Three or more years providing software solutions and consulting with customers in a software deployment role.
- Experience in providing advanced technical support in a customer-facing role.
- Strong troubleshooting skills and in-depth knowledge of Microsoft technologies
- Experience with: Microsoft .NET, XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, HL7, Azure technologies.
- Experience managing high priority technical issues and their associated communications.
- Four or more years of installation and support related experience with Windows 2012 , 2016, 2022 Server and Microsoft Terminal Services preferably in a customer-facing environment.
- Technical knowledge in the installation, configuration, and troubleshooting of Microsoft SQL 2014, 2017, 2019, 2022 Server environments.
- Very strong customer service and communication skills.
- Time management and project management skills
- Healthcare IT experience is a plus
- Perform installation, upgrade, and support activities with minimal disruption to the business while following standard change management policies.
- primary skills: windows 2022 Server environments, Microsoft SQL 2014, 2017, 2019, 2022 Server environments.
- Secondary skills: Networking, Microsoft Active Directory
- Product Support profile Must
- Need immediate joiner or less than 30 Days.
- Communication should be Good.
Application Support Engineer
Posted today
Job Viewed
Job Description
We’re Hiring: .NET Application Support Engineer (Remote)
Are you a problem-solver with a passion for debugging, troubleshooting, and ensuring seamless product performance?
Location: Remote (Client based in Pune)
Company Type: Product-based (Ecommerce Domain)
Employment Type: Full-time
What You’ll Do
- Provide L1/L2/L3 application support for production environments built on .NET and Microservices architecture.
- Debug, troubleshoot, and resolve complex application issues reported by internal teams or external clients.
- Manage and track support tickets using standard tools, ensuring timely resolution and high customer satisfaction.
- Perform root cause analysis and implement permanent fixes for recurring production issues.
- Collaborate with development and DevOps teams to ensure smooth product releases and patches.
- Utilize SQL for data validation, issue analysis, and performance optimization.
- Apply OOPs principles and design patterns while analyzing and improving system reliability.
- Support front-end components built with Angular or React .
- Use GenAI tools to enhance troubleshooting efficiency, automate analysis, and assist in issue documentation or RCA generation.
- Contribute to knowledge base documentation and share insights with the wider engineering and support teams.
Application Support Engineer
Posted 5 days ago
Job Viewed
Job Description
We are looking for Application Support Engineers for our next generation SAAS CRM platform. You will be responsible for configuring and troubleshooting our product and resolving our customers' technical issues. Our teams are dedicated to helping our customers see the benefits of our technology come to life. As part of our team, you will play a key role in understanding the needs of our customers and help shape the future of customer support. Your ability to work in a complex web application environment will also make you an ideal candidate.
Job Responsibilities:
- Respond to issues/questions reported through Calls, Chats, Emails
- Configure, Troubleshoot and Resolve customer issues.
- Ticket Creation/Validate/Troubleshoot/Escalate/Close within SLA
- Validate the issue to eliminate false alarms, misunderstanding
- Probe the customer for more information to have what we need to resolve the issue
- Educate customers on the new features available in the product
- Analyze and create an engineering Bug/Feature Request
- Escalate to next level/engineering team if required
- Keep the customer updated at regular interval on the case progress
- Keep respective internal stakeholders informed/looped
- Monitor case statuses and keep it up to date with information from customer and internal teams
- Assist with configuring user profiles, permissions, alerts, settings.etc
- Create KB articles on any gaps, new process
- Provide daily shift updates on summary of calls/emails/chat
Skill Set and Requirement:
- Good Communication Skills(Written & Verbal) and Interpersonal skills
- Experience providing Product or Application Support to customers in the US Region
- Knowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etc
- Knowledge on Basic Linux, Networking, Any database or SAAS based Web Applications
- Strong troubleshooting skills
- Good knowledge on Customer/tech support processes
- Ability to work shifts.
Qualifications:
- Must be based out of Chennai and have 1 to 3 years of experience in the area of Technical Support / Product Support or Application Support
- This is a 24/7 Project and you will required to work in shifts
Application Support Engineer
Posted 5 days ago
Job Viewed
Job Description
About Position:
We are looking for a highly skilled Application Support Engineer with over 7 years of experience to join our Pune development center. The ideal candidate will have strong expertise in managing SaaS applications on AWS, excellent troubleshooting skills, and a passion for automation and operational excellence in a fast-paced, global environment.
- Role: Application Support Engineer
- Location: Pune
- Experience: 7+ years
- Job Type: Full-Time Employment
What You'll Do:
- Implement and configure application upgrades and custom changes
- Set up new environments and deploy solutions
- Build proactive monitoring and alerting services
- Automate operations using scripting tools
- Troubleshoot AWS and application-level issues
- Collaborate with technical and operations teams to meet customer needs
- Handle high-severity incidents across multiple AWS services
- Provide on-call support and work in a 24x7 shift environment
- Create deployment scripts and rollback plans
- Optimize application and server performance
Expertise You'll Bring:
- 7+ years of experience in Application Support and Operations
- Strong troubleshooting and analytical skills
- Hands-on experience with AWS services and cloud infrastructure
- Proficiency in scripting and automation tools
- Experience with containerized applications and Kubernetes
- Knowledge of application servers and databases
- Familiarity with monitoring tools and CI/CD pipelines
- Excellent communication and collaboration skills
- Exposure to Agile development and financial domain is a plus
Benefits:
- Competitive salary and benefits package
- Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
- Opportunity to work with cutting-edge technologies
- Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
- Annual health check-ups
- Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Values-Driven, People-Centric & Inclusive Work Environment:
Persistent Ltd. is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.
- We support hybrid work and flexible hours to fit diverse lifestyles.
- Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
- If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment
Let’s unleash your full potential at Persistent - persistent.com/careers
“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”
Application Support Engineer
Posted 5 days ago
Job Viewed
Job Description
Job Description
- Bachelor’s degree in computer science or related field or equivalent experience
- Three or more years providing software solutions and consulting with customers in a software deployment role.
- Experience in providing advanced technical support in a customer facing role.
- Strong troubleshooting skills and in-depth knowledge of Microsoft technologies
- Experience with: Microsoft .NET, XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, HL7, Azure technologies.
- Experience managing high priority technical issues and their associated communications.
- Four or more years of installation and support related experience with Windows 2012 , 2016, 2022 Server and Microsoft Terminal Services preferably in a customer facing environment.
- Technical knowledge in the installation, configuration, and troubleshooting of Microsoft SQL 2014, 2017, 2019, 2022 Server environments.
- Very strong customer service and communication skills.
- Time management and project management skills
- Healthcare IT experience is a plus
- Perform installation, upgrade, and support activities with minimal disruption to the business while following standard change management policies.
- primary skills: windows 2022 Server environments, Microsoft SQL 2014, 2017, 2019, 2022 Server environments.
- Secondary skills: Networking, Microsoft Active Directory
- Product Support profile Must
- Need immediate joiner or less than 30 Days.
- Communication should be Good.
For More Details Please contact Below:
Mobile:
Email:
Application Support Engineer
Posted 5 days ago
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Job Description
Application/Technical Support Engineer
Experience: 3-7 years
Location : Hyderabad | Chennai | Coimbatore
Immediate Joiners only
Job Requirements
- Very strong customer service and communication skills
- Experience in providing advanced technical support in a customer facing role.
- Strong troubleshooting skills and in-depth knowledge of Microsoft technologies
- Experience with: Microsoft .NET, XML, Java Script, PowerShell Script, SQL Queries, Microsoft Active Directory, SaaS, Citrix, VPN, networking, HL7, Azure technologies.
- Experience managing high priority technical issues and their associated communications.
- Four or more years of installation and support related experience with Windows 2012 , 2016, 2022 Server and Microsoft Terminal Services preferably in a customer facing environment.
- Technical knowledge in the installation, configuration, and troubleshooting of Microsoft SQL 2014, 2017, 2019, 2022 Server environments.
Key Responsibilities:
- Provide L1/L2 application support to end-users and clients.
- Troubleshoot, analyze, and resolve application-related issues within defined SLAs.
- Collaborate with development and infrastructure teams for issue resolution and escalations.
- Monitor application performance, logs, and alerts to ensure smooth functioning.
- Document solutions, create knowledge base articles, and share best practices with the team.
- Communicate effectively with stakeholders and ensure timely updates on issue status.
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Application Support Engineer (Java application support)
Posted 2 days ago
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Job Description
Who we are and what do we do
Innovation in every byte
India has witnessed a journey of Innovation in Digital Payments and today it leads the world with over 45% of the Global digital transaction volume. At NPST, we believe that our decade long journey has carved an opportunity for building future roadmap for the world to follow.
We are determined to contribute immensely to nation’s growth story with our vision “to provide digital technology across financial value chain” and our mission to create leadership position in digital payment space.
Founded in 2013, NPST is a leading fintech firm in India, part of the Make in India initiative and listed on BSE and National Stock Exchange. We specialize in Digital Payments operating as Technology Service Provider to Regulated entities and providing Payment Platform to Industry – empowered by payment processing engine, Financial Super app, Risk Intelligence engine and digital merchant solution.
While we drive 3% of global digital transaction volume for over 100+ clients, we aim to increase our market share by 5X in next five years through innovation and industry first initiatives.
What will you do
The ideal candidate will have in-depth experience in troubleshooting Java-based applications, with a working knowledge of Node.js (preferred). The role requires the ability to run .JAR files, analyze logs, debug errors, and implement quick and effective resolutions. Candidates must also have scripting expertise and familiarity with modern monitoring tools.
Job Responsibilities
- Troubleshoot and resolve issues in live environments, ensuring minimal downtime.
- Execute and monitor .JAR files, identify runtime errors.
- Analyze applications, servers, and system logs to detect and address anomalies.
- Write scripts (Shell, Bash) to automate repetitive tasks and log parsing.
- Monitor application performance and health using tools such as Zabbix, Grafana, Prometheus, and Nagios.
- Coordinate with development and infrastructure teams for fixing implementation and testing.
- Document known errors, troubleshooting steps, and solutions in knowledge base.
- Participate in deployments, validations, and provide post-deployment support.
- Maintain SOPs, runbooks, and knowledge base for all supported applications.
What are we looking for:
- Strong experience supporting Java-based applications and Node.js runtimes (preferred).
- Ability to run and debug .JAR files, trace logs, and identify errors efficiently.
- Hands-on knowledge on middleware technologies such as java, Apache Tomcat, NGINX, or Jboss.
- Proficient in log analysis and performance tuning of applications.
- Scripting experience with Shell, Bash, or Python.
- Expertise with monitoring tools: Zabbix, Grafana, Prometheus, Nagios.
- Strong understanding of Linux/Unix systems and command-line troubleshooting.
Education Qualification - Bachelor’s degree in software engineering or computer science
Experience – 3-5 years
Industry - IT/Software/BFSI/ Banking /Fintech
Work arrangement – 5 days working from office
Location – Noida
What do we offer:
- An organization where we strongly believe in one organization, one goal.
- A fun workplace which compels us to challenge ourselves and aim higher.
- A team that strongly believes in collaboration and celebrating success together.
- Benefits that resonate ‘We Care’.
If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.
Engineer Application Support
Posted 2 days ago
Job Viewed
Job Description
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!
**Key Responsibilities**
**Description of duties & activities**
**1**
**New Product Qualification - OEM/SSI OEM**
+ **NBO's Of Cold Chain & Flow For North & East India OEM /SSI OEM's Customer**
+ **Share technical documentation required by customer**
+ **Discussion of test plan & samples**
+ **Coordinate with sales for samples & delivery**
+ **Coordinate with Customer for sample evaluation / qualification**
+ **Address pilot production & post field testing issues**
**2**
**Support To Cold Chain Contractors**
+ **Get inputs from Sales / Team / Customer for heat load calculations**
+ **Calculate the heat load based on input received on application & share report**
+ **Selection of system components like condensing unit / expansion valve etc**
+ **Support Sales To Work Out an Optimum Offer & Enquiry conversion**
+ **Post Sales support customer for installation / commissioning**
**3**
**Support to Channel Partners**
+ **Get Inputs Channel Partners & respective managers On Key customer for Product promotion**
+ **Work With identified Customers For Product Qualification & field testing**
+ **Sharing technical inputs to plant & field teams**
**4**
**Handling Customer Issues, Coordination between Plant / Quality & Customer to share inputs / Resolve Line / Field Issues**
+ **Up dation of customer issues in oracle service portal**
+ **Discussion / visit to customer to understand the issue**
+ **Share inputs to customer for resolution after talking to plant / engineering**
+ **If needed arrange compressor for tear down & share findings**
+ **Coordinate with plan / engineering / customer to plan action for resolution**
+ **Coordinate with plant if any mfg related issues reported & arrange for CAPA**
**5**
+ **Support Collateral Preparation with Marketing / Sales**
+ **Support Channel Partners For Collateral Preparation & Product Promotion Activities Like Training , Seminars etc**
+ **Participate & product promotion in local ISHRAE/ Cold Chain / other industry forums**
**Profile**
**Education and Professional Qualifications:**
B.E. Mechanical , M Tech Thermal Would Be Preferred. With Exposure To Cold Chain System design, Testing , Field Servicing
**Requirements and Attributes:**
+ Should Be From Refrigeration Industry
+ Should Have hands On experience In Cold Chain Equipment Testing Or Service
+ Person With System Engineering , Testing , Service & Technical Support Activity background
+ Good Communication Skills Sets - Written / Oral
**Our Commitment to Our People**
Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!
**Our Commitment to Inclusion & Belonging**
At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.
**Equal Opportunity Employer**
Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
With $5B of global revenue, Copeland is a leading provider of compression products, electronics, software, and solutions across many applications within Heating, Ventilation, Air Conditioning, and Refrigeration (HVACR), where macro and regulatory trends towards environmental sustainability, leads to changes in HVACR technology. Other products include other heating applications, food service and retail, transportation, and healthcare/life sciences. This new business also has a solution portfolio that manages, monitors, and controls refrigeration units in the commercial setting, as well as software solutions that measure and monitor temperature conditions of refrigerated goods in transit, where there is a greater emphasis on energy management/sustainability solutions globally.
Application Support Engineer - L3
Posted today
Job Viewed
Job Description
About the Role
We’re looking for an experienced L3 IT Service Desk Engineer to provide advanced
technical support and act as a subject matter expert within Haass’s IT Service Desk
operations.
In this role, you’ll handle complex incidents, perform root cause analysis, support
integrations, and drive process improvements to ensure service quality and reliability.
You’ll also work closely with the L1 and L2 teams to provide guidance, technical escalation
support, and ensure adherence to ITSM best practices.
This position is ideal for someone with deep technical expertise, excellent troubleshooting
skills, and a strong understanding of enterprise IT ecosystems, SaaS platforms, and
automation workflows.
Key Responsibilities
• Advanced Technical Support: Handle complex and high-priority incidents
escalated from L1/L2 engineers, ensuring quick diagnosis and resolution.
• Root Cause Analysis: Conduct in-depth analysis of recurring issues and document
preventive measures and solutions.
• Incident & Problem Management: Own the resolution of critical issues, participate
in post-incident reviews, and drive continuous improvement.
• Automation & Scripting: Develop scripts or workflows to automate repetitive tasks
and improve operational efficiency.
• API Integrations: Configure, test, and maintain integrations between ITSM tools
(e.g., Freshservice, ServiceNow) and third-party systems using REST APIs.
• System Administration: Manage user access, permissions, configurations, and
policies across SaaS and infrastructure platforms.
• Knowledge Management: Create and maintain documentation, SOPs, and
knowledge base articles for internal use.
• Collaboration: Work with developers, IT operations, and business teams to
troubleshoot cross-platform issues.
• Monitoring & Reporting: Utilize monitoring tools and dashboards to proactively
identify and resolve potential service disruptions.• Mentorship: Support and mentor L1 and L2 engineers in technical troubleshooting
and best practices.
Required Qualifications & Skills
• 5+ years of experience in IT Service Desk, Technical Support, or Infrastructure
Management.
• Strong troubleshooting skills in Windows, macOS, and Linux environments.
• Experience with ITSM tools (Freshservice, Freshdesk, ServiceNow, or equivalent).
• Proficiency in API integrations, scripting languages (PowerShell, Python, or Bash),
and automation workflows.
• Familiarity with identity and access management (IAM), MDM/UEM tools, and
network fundamentals.
• Working knowledge of cloud and SaaS platforms (Microsoft 365, Google
Workspace, JumpCloud, Azure AD, etc.).
• Understanding of ITIL processes including Incident, Problem, and Change
Management.
• Strong documentation, analytical, and communication skills.
• ITIL V4 Foundation certification preferred.
• Experience in Freshworks platform custom app or integration development is a
plus.