Application Support Engineer

Key Responsibilities

Application Support Operations

• Provide 247 production support for business-critical applications.
• Monitor application uptime, stability, and operational continuity.
• Follow shift handover processes and escalation matrix.

Incident & Service Request Management

• Log, track, and manage incidents in ServiceNow.
• Perform incident classification, impact assessment, and initial troubleshooting.
• Escalate issues to L2/L3 or vendors when required.
• Handle user access, configuration, and operational requests via ServiceNow.
• Ensure SLA compliance and proper ticket closure documentation.

Monitoring & Troubleshooting

• Monitor application dashboards, batch jobs, integrations, and alerts.
• Perform proactive issue identification and ticket creation.
• Support service restoration during P1/P2 incidents and war room calls.

Problem, Change & Release Support

• Assist in RCA preparation and maintain workaround documentation.
• Support change validation, deployments, and post-implementation monitoring.
• Ensure adherence to ITSM and change management processes.

Documentation & Governance

• Maintain SOPs, runbooks, shift handovers, and MIS reports.
• Ensure audit readiness and proper ServiceNow documentation.
• Follow SLA, RACI, and escalation governance standards.

Kind Regards,

Chaitrali Deshpande

chaitrali.deshpande@rigvedit.com