Tool Service & Support Specialist

Role Overview

• Act as the Technical Single Point of Contact (SPOC) for assigned applications, platforms, or infrastructure components. Prepare and share status reports, dashboards, and service metrics with management and clients.
• Drive end-to-end incident, problem, and service request management, ensuring timely resolution and SLA adherence. Troubleshoot and resolve complex technical issues across multiple platforms and technologies.
• Support change, release, and deployment activities, ensuring minimal service disruption. Maintain and update technical documentation, SOPs, and knowledge base articles. Coordinate effectively with L1/L2/L3 teams, engineering, vendors, and business stakeholders to deliver solutions.
• Serve as the technical backbone for existing and new application support projects, ensuring smooth onboarding and transition. Mentor, guide, and support team members, providing technical direction and performance feedback.
• Evaluate automation opportunities and feasibility to enhance operational efficiency and reduce manual effort.
• Impart technical knowledge transfer to internal teams and subcontractors to strengthen support capability. Serve as a coach and mentor, building technical competence and professional growth across the team. Guide and support team members in adopting best practices, tools, and processes.
• Lead technical discussions, solution design reviews, and root cause analysis (RCA) activities. Act as Backup Lead during the absence of the Team Lead, owning daily operations and decision-making. Manage task allocation, workload prioritization & shift coverage to ensure uninterrupted support.

Requirements

• BE/BTech/MTech in Computer Science/Electronics/Electrical/Information Science/Telecom with minimum 5+ years in Application Support.
• Strong understanding of IT infrastructure components and/or application support with proven expertise in troubleshooting complex technical issues across diverse platforms.
• Knowledge of operating systems (Windows/Linux), middleware components, incident, problem, change, and release management processes.
• Strong knowledge of automation, scripting (Shell, PowerShell, Python, etc.), CI/CD pipelines, deployment processes.
• Working experience with databases (SQL querying, performance monitoring, backups) with exposure to cloud platforms (AWS/Azure/GCP) and cloud-based applications.
• Understanding of APIs, integrations, batch jobs, schedulers, and message queues. Experience with application monitoring tools (APM, logs, alerts, dashboards).
• Familiarity with security standards, access controls, compliance requirements, TIL frameworks and service management tools like ServiceNow, JIRA, or Remedy.
• Prior experience as a Technical SPOC, L2/L3 Support, or Acting Lead is highly desirable
• Experience in IT operations or support automation is a plus.

Tech Stack

• AWS
• Azure
• Cloud
• Google Cloud Platform
• Linux
• Python
• ServiceNow
• SQL