General Information Location Pune, India Work Types Full Time Categories Information Technology

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Discover the Role The Associate Digital Platform Support is responsible for ensuring smooth day-to-day operations of Digital HRP tools and related applications. The role focuses on incident management, issue resolution, and application stability while following ITIL and TMF best practices. The associate works closely with vendors and internal IT teams to provide high-quality global support. This position also contributes to documentation, knowledge sharing, and continuous service improvement. Key Responsibilities Application & Operational Support

- Provide day-to-day application support across business, technical, and operational domains for Digital HRP tools and related platforms

- Ensure stable application performance and minimize disruptions to business operations

- Monitor application health, system alerts, and operational dashboards to proactively identify risks

Incident, Problem & Request Management

- Log, track, and manage incidents, service requests, and issues within defined SLAs

- Perform root cause analysis for recurring issues and contribute to long-term resolution strategies

- Escalate complex or critical issues appropriately and ensure timely follow-ups until closure

Vendor & Stakeholder Coordination

- Act as a liaison between TMF internal teams and external vendors for third-level support

- Coordinate issue resolution activities with vendors, ensuring compliance with contractual SLAs

- Participate in internal and vendor-facing meetings to discuss performance, issues, and improvements

Technical Troubleshooting & Issue Resolution

- Diagnose and resolve application-related technical and operational problems





- Provide clear and effective communication to users regarding issue status, resolution timelines, and workarounds

- Support release activities, fixes, and minor enhancements as required

Process, Documentation & Compliance

- Follow ITIL-based processes and TMF operating model standards strictly

- Create, maintain, and continuously improve application support documentation, SOPs, and knowledge base articles

- Ensure audit readiness and compliance with internal governance standards

Team & User Support

- Support global users, including participation in rotational shifts where required

- Train, guide, and support new team members to ensure smooth onboarding and knowledge transfer

- Share best practices and contribute to team learning and continuous improvement initiatives

Key Requirements Experience & Skills

- 3 4 years of relevant experience in application support, IT operations, or incident management

- Proven ability to work in a fast-paced, globally distributed support environment

- Solid analytical and problem-solving skills with the ability to make sound operational decisions

- Excellent written and spoken English communication skills for global stakeholder interaction

- Ability to prioritize multiple tasks effectively and work independently with minimal supervision

- Spanish or Portuguese language skills are an added advantage for global support coverage

Technical Expertise

- 2 3 years of hands-on experience in application support or incident management roles

- Good understanding of ITIL-based support frameworks and service management concepts

- Experience working with ticketing tools, monitoring systems, and vendor-managed applications

- Ability to understand both functional and technical aspects of enterprise applications

Qualifications

- Graduate degree in Technology (B.Tech or equivalent)

- ITIL Foundation knowledge or certification preferred

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate - Digital Platform Support (Maharashtra)
🏢 TMF Group
📍 Maharashtra