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Support Engineer



Customer Service
Pune, Maharashtra, India
Posted on Wednesday, February 7, 2024
Support Engineer

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Job Description

Key Activities:

  • User support:
    • Manage incident opened by the users by:
      • Giving advice on how to use the application
      • Solving the incident if possible
      • Transfer the incident to the appropriate team (development team, infrastructure team, network team, …) with a first level of analysis to help them solve the issue.
    • Inform users about planed outages, new releases.
    • Have regular meeting with the development team and central support team to share information
  • Daily User support:
    • Analyses requests (incidents & services requests) and establishes priorities in critical situations, with business representatives
    • Deals with request or escalates to specialists
    • Monitoring of KPI objectives
    • Suggests improvements to the System and the process
    • Look to optimize and standardize the System
    • In an emergency, under the control of the platform manager, coordinates actions with users and validates return to normal operations.
  • Supervision of operations:
    • Masters the processes that ensure data consistency and quality between systems
    • Tracks all data interchanges between applications and takes actions with users to correct errors
    • Identifies and tracks essential operation malfunctions, analyzes the impact and takes actions to correct errors with the appropriate actors
    • In collaboration with other domain resources, ensures the service level required by users is maintained
    • Follow up the service level evolution.
    • Provides information to support performance indicators
  • Project Contribution
    • Suggests application improvements
    • Contributes to testing and deployment of new IS/IT solutions in collaboration with the project team
    • Advises on adaptations to applications and business processes
    • Participates in the change management process


  • Understanding of ITIL Practices.
  • Hands on experience on ITIL Tools like Service now, Service desk etc.
  • Understanding of Lean and Agile Methodologies
  • Technical
    • Practices:
      • Kafka(is good to have)
      • Kubernetes(good to have)
    • Knows
      • SQL(PostgreSQL/Oracle) - Must
      • ERP SCM(any)
      • Azure(good to have)
  • Soft
    • English fluent
    • Good communication skills both written and verbal
    • Strong Incident management skills, including the ability to own and manage multiple incidents simultaneously, lead a cooperative effort among members of a team to react to an incident and resolve to customers/business’ satisfaction
  • HR:
    • Candidate should have experience in Level 2 support
    • The candidate must have the ability to work in shift mode or on-call. Two shift operations:
      • Shift France: 12:30 PM – 21:30PM IST
      • Shift Americas: 6:30 PM – 3:30 PM IST