Support Engineer - Java

Responsibilities:

• Technically skilled IT Application Support / Operations Associate with 3-4 years of experience in application support, production support, change management, and problem management.
• The ideal candidate should possess strong ITIL process knowledge, excellent troubleshooting skills, and hands-on experience in supporting enterprise applications while ensuring service stability and operational excellence
• Manage and govern the end-to-end Change Management process in alignment with ITIL best practices.
• Review, assess, and coordinate Standard, Normal, and Emergency Changes while minimising business impact.
• Facilitate Change Advisory Board (CAB) meetings and ensure stakeholder participation.
• Drive Problem Management activities, including Root Cause Analysis (RCA), trend analysis, and preventive action planning.
• Identify recurring incidents and collaborate with technical teams to implement permanent fixes.
• Monitor adherence to Change and Problem Management policies, processes, and SLA commitments.
• Prepare governance dashboards, MIS reports, and management reviews related to operational performance.
• Provide Level 1/Level 2 application support through voice, email, and web-based support channels.
• Coordinate with application development, infrastructure, middleware, and business teams to resolve production issues.
• Support incident resolution, service restoration, and operational governance activities.
• Drive continual service improvement initiatives and process optimisation efforts.
• Ensure production stability and customer satisfaction through proactive monitoring and issue management

Requirements:

• ITIL Foundation / ITIL Intermediate Certification.
• Experience in Incident Management and Service Operations.
• Knowledge of Continual Service Improvement (CSI) practices.
• Exposure to Banking, Financial Services, or Enterprise IT environments.
• Experience in automation, reporting, and dashboard creation.

Process Skills:

• Good understanding of the ITIL framework.
• Experience in Change Management and Problem Management governance.
• Exposure to SLA monitoring, reporting, and compliance tracking.

Preferred Skills:

• ITIL Foundation Certification.
• Exposure to production support environments and service operations.
• Knowledge of application monitoring tools.
• Experience in preparing RCA reports and operational dashboards.
• Strong communication and stakeholder management skills.
• Ability to work in a fast-paced support environment and handle critical incidents.
• Experience in banking, financial services, logistics, or enterprise application support environments will be an added advantage.

Educational Qualification:

• Bachelor's Degree in Computer Science, Information Technology,
• Engineering, or related discipline.
• Equivalent technical qualifications with relevant experience may also be considered.
• IT Application Support / Operations.