Applications & Services Engineer

Description :

Job Overview :

We are seeking a highly organized and service-oriented Applications & Services Engineer to manage service desk operations, business applications, portals, and vendor ecosystems. The ideal candidate will own end-to-end service delivery (SLAs/CSAT), drive operational excellence, oversee application lifecycle activities, and act as the liaison between cross-functional teams, development, and external vendors.

Key Responsibilities :

1. Service Desk & Operations Management :

- Own day-to-day service desk operations following ITIL best practices.

- Manage prioritization matrices, ticket escalations, backlog hygiene, and workflow governance.

- Deliver weekly operational performance reports including SLA adherence and CSAT analysis.

- Ensure continuous improvement through data-driven insights.

2. Applications & Portals Management :

- Provide Level-2 ownership for business applications and portals (Client Portal, Induction Portal, etc.).

- Drive incident management, root-cause analysis (RCA), access governance, and service restoration.

- Lead UAT cycles, prepare release checklists, and maintain rollback plans for portal releases.

- Work closely with the development team to schedule, validate, and deploy production changes.

3. Change & Release Governance :

- Chair a lightweight CAB, maintain the change calendar, and ensure high-quality change documentation.

- Minimize failed changes and oversee controlled and risk-assessed production releases.

- Ensure alignment with internal change and release management frameworks.

4. Vendor, Licensing & Renewals Management :

- Manage renewals and vendor interactions for Microsoft 365, AWS, EDR, domain/hosting providers, and other SaaS tools.

- Ensure license hygiene, cost optimization, and compliance with procurement and audit standards.

5. Training, Knowledge & User Enablement :

- Conduct new-joiner IT induction and quarterly security/phishing awareness initiatives.

- Drive a consistent knowledge base publishing cadence to improve user self-service and ticket deflection.

- Build training materials, SOPs, and best-practice documentation for internal teams.

6. People & Quality Management :

- Coach and mentor L1/L2 analysts to build capability and improve service quality.

- Perform QA on ticket documentation, issue handling, and closure notes.

- Foster a culture of operational excellence and continuous improvement.

Key Performance Indicators (KPIs) :

- SLA Achievement (P3/P4) : ? 90%

- Customer Satisfaction (CSAT) : ? 4.5/5

- Failed Changes : < 2%

- Knowledge Base Ticket Deflection : ? 20%

- Onboarding Fulfillment : < 1 business day

- Weekly Operations Report : Delivered consistently

Required Skills & Competencies :

- Strong understanding of service operations, SLAs, and CSAT management.

- Experience with business applications/portals, UAT, and release checklists.

- Knowledge of ITIL processes (Incident, Change, Problem, Release).

- Hands-on experience managing renewals, licensing, and vendor relationships.

- Ability to run trainings, develop documentation, and drive user awareness programs.

- Excellent analytical, communication, and stakeholder-management skills.