Application Support Engineer

About the Company

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 4,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

Responsibilities

• Basic understanding of Telecom OSS domain.
• Understanding of ITIL Concepts.
• Experience working in a 24x7 production support model with excellent troubleshooting skills.
• Understanding of ticket prioritization based on impact/urgency, SLA, and RCA.
• Readiness to work in 24/7 rotational shifts with flexible timings.
• Respond to reported service incidents/requests and initiate the incident management process.
• Keep users informed about their incidents' status at agreed intervals.
• Verify resolution with users and resolve incidents in the tool.
• Log all incidents/service requests and their resolution to identify recurring issues.
• Perform daily triage of incidents.
• Build relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices.
• Good communication skills.
• Configure threshold value alerting, triggers, and remediation.
• Monitor network utilization and system health checks.
• Maintain and update reports and correspondence related to the work.
• Prioritize incidents according to their urgency and impact on the business.
• Analyze and escalate incidents to the next level (L2) if they are not within the scope of L1 or L1.5.
• Investigate and diagnose incidents to restore failed IT services as quickly as possible.
• Perform advanced troubleshooting and update knowledge base articles with solutions implemented.
• Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs.
• Escalate incidents at risk of breaching SLAs to the responsible teams.
• Scale up to demonstrate flexibility in handling business criticality and spikes.
• Propose automation opportunities for repetitive tasks to improve the change management process.
• Conduct Root Cause Analysis (RCA) post-restoration of service.
• Coordinate with vendors to resolve hardware and software incidents and follow up until service is restored and ticket closure.
• Learn and comply with validation requirements, standard operating procedures (SOPs), project quality model (PQM), and change control maintenance for product lifecycle.

Requirements

• Experience with scripting languages is preferred.
• Bachelor’s degree in Computer Science, Engineering, or a related field; OR equivalent combination of education and 2 years of relevant experience.