IT Application Support Engineer - Ticketing System

Overview of the Project

This role involves providing end-to-end application support, incident resolution, service request fulfillment, and problem management for enterprise applications.

Experience Required

3 to 10 years in IT Application Support or similar roles.

Key Responsibilities - Application Support

- Deliver L1.5 and L2 support / Lead for the following enterprise applications:

- Blackline

- ARMS

- DPS (Oversight)

- DocuSign

- MK Denial

- OneTrust - Privacy Impact Assessment (PIA)

- Esker

- Perform application administration and manage user access controls.

- Provide on-call support for P1/P2 incidents to ensure application availability.

Incident Management

- Classify and record incidents based on criticality and urgency using the approved priority matrix.

- Take actions to minimize incident impact and restore normal operations.

- Perform detailed investigation and diagnosis, updating tickets accordingly.

- Monitor incident queues and ensure all service provider-assigned incidents are resolved effectively.

- Maintain logs and historical references in the Ticket Management Tool to aid future resolutions.

Service Request Management

- Analyze and resolve service requests within SLA timelines.

- Transfer service request tickets to appropriate support groups as per escalation procedures.

- Update service request status and communicate resolution.

- Coordinate major change or release management activities where required.

Problem Management

- Identify and investigate recurring or critical issues via ticket pattern analysis.

- Conduct Root Cause Analysis (RCA) and document solutions.

- Implement permanent solutions in collaboration with required teams.

- Maintain and update Standard Operating Procedures (SOPs).

- Use the client's incident management tools and templates for structured documentation.

Monitoring & Reporting :

- Regular job monitoring and health checks for :

- SERVFS

- CRM

- DataHub

Preferred Skills & Tools :

- 3 to 10 years of experience in IT Application Support.

- Experience with ticketing tools (e.g., ServiceNow, Remedy).

- Strong analytical and troubleshooting skills.

- Good communication and stakeholder management.

- Familiarity with ITIL practices (especially Incident, Request, and Problem Management).