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 : Network Infrastructures
Good to have skills : NA
Minimum
12 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 actively monitoring and investigating issues across various critical business system components. This role requires a dynamic approach to identifying problems, analyzing system behaviors, and ensuring smooth operation by resolving complex challenges that impact business continuity. The position demands continuous engagement with multiple system elements to maintain optimal performance and reliability, contributing to the overall stability of essential business processes.
Roles & Responsibilities:
- Expected to be an Delivery Lead, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Expected to provide solutions to problems that apply across multiple teams.
- Lead efforts to streamline support processes and improve system reliability.
- Mentor junior team members to enhance their technical and problem-solving skills.
- Large-Scale Team Leadership: Manage, mentor, and structurally organize a 50+ person engineering and operations team, implementing robust shift-handoff protocols and performance tracking to eliminate operational gaps.
- Incident & SLA Management: Act as the ultimate escalation point for major network incidents, ensuring swift resolution (MTTR) while maintaining strict adherence to business-critical SLAs.
- Infrastructure Modernization: Drive strategic network projects, cloud integrations, and automation initiatives to reduce manual intervention and improve system resilience.
- Vendor & Budget Oversight: Manage relationships, contracts, and SLAs with global vendors/hardware vendors, optimizing a multi-million-dollar infrastructure and tooling budget.
- Security & Compliance: Partner with global security teams to enforce zero-trust network architectures, strict access controls, and compliance with industry standards
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Network Infrastructures.
- Strong knowledge of network architecture, protocols, and troubleshooting techniques.
- Experience with monitoring and managing complex network environments.
- Ability to analyze system logs and performance metrics to identify root causes.
- Familiarity with network security principles and best practices.
- Skilled in coordinating with cross-functional teams to implement effective solutions.
- Need to have the CCNP certification in Routing & switching
- Need to have the ITIL Certifications
Additional Information:
- The candidate should have minimum 12 years of experience in Network Infrastructures.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
- Service Operations & Delivery experience
- Good communication skills. Should be able to communicate assertively over conference calls.
- Must be READY for 24 x7 support
- Good team mentor/Team management
- Shift management/ Shift planning/Rostering
