Application Support Officer

Overview

Application Support Officer providing third-line technical application support across the software estate, including incident/request/change resolution within ITSM and SLA targets.

What you'll do

• Act as the escalation point for the Service Hub within the ITSM framework.
• Resolve incidents, requests, and changes while meeting defined SLAs (including European shift coverage).
• Deliver functional and technical enhancements and maintain service quality.
• Perform ticket trend and backlog analysis and create MI/report packs.
• Create knowledge base articles and track SLA performance through service reviews.
• Support agile and waterfall project deliveries and transitions into BAU support.

What you'll need

• Minimum 2 years of application design and development experience.
• Hands-on experience with ITSM frameworks such as ITIL or COBIT.
• Advanced SQL skills (mandatory) for troubleshooting and performance optimization.
• Experience with SSRS (mandatory).
• Experience implementing and customizing third-party systems.
• Use source control tools including GIT, Azure DevOps, or SVN.
• Communicate clearly in English with technical and non-technical audiences.

Details

• Location: Hyderabad, Telangana, India.