Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : ServiceNow
Good to have skills : ServiceNow Configuration Management Database (CMDB), ServiceNow Flow Designer
Minimum
5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by proactively identifying and resolving issues across various components of essential business systems. This role requires a dynamic approach to troubleshooting, ensuring the smooth operation of critical applications. The professional collaborates with different teams to maintain system stability and performance, while continuously monitoring and analyzing system behavior to prevent potential disruptions. The position demands adaptability and a keen eye for detail to support complex environments effectively and contribute to overall business continuity.
Roles & Responsibilities:
Maintain discovery schedules, credentials, and patterns
Harden and patch MID Servers
Improve CMDB data quality (completeness, correctness, compliance) and align to CSDM
Build identification/reconciling logic, remediate duplicate and stale CIs
Configure connectors (e.g., CloudWatch, Azure Monitor, Grafana, SolarWinds) into Event Management
Author and tune alert rules, de-duplication, normalization, enrichment, and correlation for noise reduction and faster MTTA
Implement health models, service health dashboards, and actionable runbooks
Map tier 1/tier 2 services using OOB patters and maintain dependencies and dynamic CI groups
Partner with app owners to validate maps and tie alerts/incidents to business services
Plan and drive ACC Agent rollout (Windows/Linux, AIX), policies and data collection
Standardize monitors/synthetics where applicable, integrate with Incident/change flows
Build low-code flows
Embed guardrails with Change Management (CAB policies, risk scoring, Maintenance windows)
Champion OOB-first, document solutions, create SOPs/runbooks and transfer knowledge
Work in Agile sprints, deliver reliable estimates, demos, and retrospective improvements
Collaborate across Cloud, SRE/Operations, Application teams
Professional & Technical Skills:
ITIL v4 practices, CAB processes, and production change discipline
Strong experience with CMDB/CSDM, MID Servers, credentials, probe/sensor tuning, and pattern design
Practical integrations with AWS and Azure, understanding of VMs, containers, serverless, and tagging
Solid OS/Network fundamentals(Windows, Linux, TCP/IP, DNS, load balancers, certificates)
Scripting JavaScript, regex, PowerShell and Bash
Certification - ServiceNow Admin CSA (required)
Additional Information:
- The candidate should have minimum 5 years of experience in ServiceNow.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
