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Generalist support role, metro location, early-career range, and broad skills increases applicant competition.
Core support and ITIL skills are transferable across industries, though healthcare domain familiarity is beneficial.
Explicit 1–3 year requirement plus mandatory ITIL, L1/L2 and ticketing skills enforce moderate filtering.
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Manage end-to-end application maintenance and support, including troubleshooting and resolving software application, Windows OS, and SQL Server database issues.
Provide client support during US working hours with 24/7 shift coverage, ensuring SLAs are met and incidents are properly logged and escalated.
Contribute to knowledge sharing by documenting incidents and publishing knowledge articles within the support team.
0 to 3 years relevant work experience in application support and maintenance.
Engineering degree required (BE/ME/BTech/MTech/BSc/MSc).
Mandatory skills: experience in L1-L2 support process, Windows L1 support, ITIL knowledge, familiarity with ITSM ticketing tools, application troubleshooting as per SOPs.
Location: Gurgaon; Must be able to work in US time zone shifts with 24/7 support coverage.
Experienced in handling live production support and maintenance focusing on healthcare IT applications or similar domains.
Comfortable working in fast-paced 24/7 support environments with client interaction over phone and ticketing systems.
Practically skilled in applying ITIL and ticketing processes to meet SLAs and manage incident life cycles effectively.