Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and resolves issues within various components of critical business systems. Your typical day will involve collaborating with team members to troubleshoot problems, analyzing system performance, and ensuring that all applications run smoothly to support business operations effectively. You will engage with different stakeholders to gather information, prioritize tasks, and implement solutions that enhance system reliability and user satisfaction.

Roles & Responsibilities:
Responsible for overseeing the end-to-end IT Change Management process, including the development, documentation, and enforcement of policies to ensure compliance with ITIL standards, audit requirements, and organizational guidelines.
Review and assess the impact, risk, and benefits of proposed changes to IT services, ensuring alignment with business objectives.
Work closely with IT teams, stakeholders, and business units to coordinate the planning, testing, implementation, and validation of changes.
Proactively engage and build relationships with global technical teams
Lead Change Advisory Board meetings and ensuring that all changes are properly evaluated and approved by relevant stakeholders.
Maintain comprehensive documentation of change requests, approvals, implementation plans, and post-implementation reviews.
Proactively Identify opportunities for process improvements within the Change Management and create the improvement stories for the backlog ready for development and complete the UAT testing.
Provide clear and timely communication to stakeholders regarding change schedules, potential impacts, and outcomes.
Own the forward schedule of change, and the release calendar.
Facilitate post implementation review meetings with support teams and change owners to audit failed, emergency and expedited changes.
Collaborate closely with the Configuration Manager to ensure all changes to configuration items are recorded in the CMDB and liase with the Incident Managers to ensure that changes are implemented without causing disruption to IT services.
Ensure that all changes comply with regulatory requirements and internal controls.


Professional & Technical Skills:
Experience in IT Change Management or a related IT Service Management role. Experienced in using multiple risk models and demonstrated experience of working with scalable change processes and driving adoption.
ITIL v3 or ITIL 4 Foundation certification is required advanced ITIL certifications are a plus.
Experienced with working with the IT Change Management Module in ServiceNow and implementing standard processes.
Experience working in a project-based environment (Scrum, Kanban, or similar agile frameworks), with the ability to identify process improvements, document user stories, and perform user acceptance testing (UAT).
Strong understanding of IT infrastructure, software development, and IT operations
Ability to assess complex IT changes and their potential impact on business operations.
Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders.
Experience leading cross-functional teams and managing stakeholders at all levels.
Strong problem-solving skills, with the ability to make decisions under pressure.
High level of attention to detail and a commitment to maintaining accurate records.
Demonstrated examples of driving automation of the process for efficiency.
Experience with IT Service Management tools (e.g., ServiceNow, BMC Remedy).
Experience in a large enterprise environment or in a regulated industry.
Preferred degree in information technology, Computer Science, or related field.
Ability and experience of working in a global environment

Additional Information:
- The candidate should have minimum 3 years of experience in Infrastructure Service Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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