Department: Service Operations Employment Type: Permanent
- Full Time

Location:
Pune, India Description
• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.
• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of recent services into Service Operations.
• Participate in the out of hours on call support rota.
• Be the subject matter expert and represent your technical domain in meetings and forums.

Key Responsibilities
• Ensure daily tasks and activities have successfully completed. Where this is not the case, recovery and remediation steps will be undertaken.
• Manage the patching and upgrade activities in support of ParentPay compliance programs. These being PCI DSS, ISO27001 and Cyber Essentials+.
• Ensure requests from the ServiceNow work queue that have been allocated to your relevant resolver group have been successfully actioned. These include incidents, problems, changes and service requests.




• Define the alerts and events that should be detected by the monitoring systems that ensure proactive management of a components health.
• Create and maintain support documentation in the form of departmental wiki and ServiceNow knowledge articles that allow for continual improvement of fault detection and recovery times.
• Work with colleagues to identify and champion the automation of all manual interventions undertaken within the team.
• Attend and complete all mandatory training courses.
• Engage and own the transition of new services into Service Operations.
• Participate in the out of hours on call support rota. Be the subject matter expert and represent your technical domain in meetings and forums. Skills, Knowledge and Expertise Exp: 5+ Yrs
• Experience working in an IT service delivery or support function OR
• MBA or Degree in Information Technology or Information Security.
• Experience working with Microsoft technologies.
• Excellent communication skills developed working in a service centric organization.
• Ability to interpret fault descriptions provided by customers or internal escalations and translate these into resolutions.
• Ability to manage and prioritize own workload.
• Experience leading technical or process-based forums and meetings such as the Change Advisory Board.
• Experience working within Education Technology would be an advantage. Technical knowledge
• Advanced Microsoft Active Directory configuration and support.
• Microsoft Azure and AWS cloud hosting platform administration.
• Microsoft SQL server experience.
• Windows Server and desktop management and configuration.
• Microsoft IIS web services administration and configuration.
• SQL backups experience.
• Advanced scripting and automation capabilities.
• Advanced knowledge of IOT and device management systems.
• Good knowledge of Azure analytics and KQL.
• Advanced knowledge of cashless catering solutions.

📌 Application Support Engineer (Pune)
🏢 ParentPay Group
📍 Pune