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 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.

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 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. 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 - Catering (Pune)
🏢 ParentPay Group
📍 Pune