Software Engineer_Application Maintenance and Support
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Job Description
Structured overview of role & requirementsAbout This Role
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.
Minimum Requirements
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.
Ideal Candidate Profile
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.