- Monitor, maintain and upgrade applications on the servers.
- Create reports on License usage based on logs generated by Application setup. Configure and support 3-tier architecture-based applications.
- Aim for 100% customer satisfaction and client-focused delivery.
- Manage application-related incidents and requests according to defined SLAs and ensure 100% adherence to the incident and request best practice guidelines.
- Ensure new first and second-line fixes are documented, fed back and incorporated into the Knowledgebase to increase L1 fix rates.
- Actively support the removal of single points of failure and drive automated and Level 0/ self-service support processes.
- Provide knowledge transfer and training to the Global Service Desk.
- Liaise with software vendors where required to provide triage support for user incidents.
- Coordinate responses to high-priority incidents, escalations and support of the significant incident process where required.

Experience:

Essential:

- Good knowledge of Windows server 2016/2019.
- Good understanding of powershell and ability to use it for automation.
- Expertise in resolving application network licensing and standalone license configurations.
- ITIL v4 Foundation and knowledge of ITIL Service Operation.
- At least two years of hands-on experience in ITIL Service.
- Management principles and processes.
- Exceptional timekeeping and time management.
- Excellent customer service skills,



strong business focus and stakeholder engagement skills.
- Solid written and verbal communications skills, including report writing and technical documentation.
- Solid technical knowledge of enterprise IT environments.
- Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
- Knowledge of IS work management systems, ideally ServiceNow.

Valuable to have:

- Experience working in a multicultural and international environment.
- Experience working on SQL servers, need to know advanced SQL querying.
- Knowledge on Application logs and crash log analysis.

Competencies:

Role-specific:

- Excellent telephone manner.
- Ability to work unsupervised and as part of a team, and to assess and prioritise work.
- Good organisational knowledge, attention to detail and listening skills.
- Reliable, flexible, adaptable and innovative approach.
- Able to remain calm under pressure.

Behavioural:

- Proven experience of in delivering process efficiencies and improvements.
- Clear and fluent English (both verbal and written).
- Ability to build and maintain efficient working relationships with remote teams.
- Demonstrate ability to take ownership of and accountability for relevant products and services.
- Ability to plan, prioritise and complete your own work, whilst remaining a team player.
- Willingness to engage with and work in other technologies.

📌 Advanced User Support Analyst (Gurugram)
🏢 Atkinsr Alis
📍 Gurugram