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As an Application Support Engineer, you'll troubleshoot and resolve issues in critical business systems, collaborate with teams, and monitor system performance.
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Act as software detectives to identify and solve issues within critical business systems, collaborating with various teams to ensure smooth operation.
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The Application Support Engineer will identify and resolve issues in critical business systems, recommend automation solutions, and assess client automation maturity while maintaining strong communication skills.
Top Skills:
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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
Job Summary: The Service Request Manager is responsible for overseeing the end-to-end lifecycle of service requests raised by internal or external customers. This role ensures timely, accurate, and efficient fulfillment of service requests while maintaining high customer satisfaction and compliance with service level agreements (SLAs). The ideal candidate possesses strong organizational and communication skills, with a background in service management frameworks such as ITIL. ________________________________________ Key Responsibilities: • Manage the service request lifecycle from initiation to closure. • Monitor and prioritize incoming service requests to ensure timely resolution. • Assign and escalate requests to appropriate teams or personnel. • Ensure service level targets and KPIs are consistently met. • Coordinate with cross-functional teams to resolve complex or high-priority requests. • Maintain accurate documentation and records of all service requests. • Analyze service request trends and prepare regular reports for management. • Identify opportunities to improve request handling processes and enhance customer experience. • Ensure compliance with ITIL or other relevant service management frameworks. • Support the implementation of automation and self-service capabilities. • Conduct user training or awareness sessions related to the service request process. • Participate in audits, reviews, and quality assurance activities. ________________________________________ Requirements: Education & Experience: • Bachelor’s degree in Information Technology, Business Administration, or related field. • 3–5 years of experience in a service management or IT support environment. • Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Skills: • Strong understanding of service request management and ITIL best practices. • Excellent verbal and written communication skills. • Strong analytical and problem-solving abilities. • Ability to multitask and manage time effectively in a fast-paced environment. • Proficient in Microsoft Office Suite and reporting tools. • Customer-focused mindset with a commitment to service excellence. Certifications (Preferred): • ITIL Foundation Certification • ServiceNow Administrator or related certifications ________________________________________ Key Performance Indicators (KPIs): • Average service request resolution time • SLA compliance rate • Customer satisfaction (CSAT) score • First-contact resolution rate • Number of reopened service requests ________________________________________ Working Conditions: • May require occasional on-call or after-hours work depending on business needs. • Hybrid or on-site work depending on company policy. ________________________________________ Additional Information: - The candidate should have minimum 3 years of experience - This position is based at our Pune office. - A 15 years full time education is required.15 years full time education
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
Job Summary: The Service Request Manager is responsible for overseeing the end-to-end lifecycle of service requests raised by internal or external customers. This role ensures timely, accurate, and efficient fulfillment of service requests while maintaining high customer satisfaction and compliance with service level agreements (SLAs). The ideal candidate possesses strong organizational and communication skills, with a background in service management frameworks such as ITIL. ________________________________________ Key Responsibilities: • Manage the service request lifecycle from initiation to closure. • Monitor and prioritize incoming service requests to ensure timely resolution. • Assign and escalate requests to appropriate teams or personnel. • Ensure service level targets and KPIs are consistently met. • Coordinate with cross-functional teams to resolve complex or high-priority requests. • Maintain accurate documentation and records of all service requests. • Analyze service request trends and prepare regular reports for management. • Identify opportunities to improve request handling processes and enhance customer experience. • Ensure compliance with ITIL or other relevant service management frameworks. • Support the implementation of automation and self-service capabilities. • Conduct user training or awareness sessions related to the service request process. • Participate in audits, reviews, and quality assurance activities. ________________________________________ Requirements: Education & Experience: • Bachelor’s degree in Information Technology, Business Administration, or related field. • 3–5 years of experience in a service management or IT support environment. • Experience with service management tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). Skills: • Strong understanding of service request management and ITIL best practices. • Excellent verbal and written communication skills. • Strong analytical and problem-solving abilities. • Ability to multitask and manage time effectively in a fast-paced environment. • Proficient in Microsoft Office Suite and reporting tools. • Customer-focused mindset with a commitment to service excellence. Certifications (Preferred): • ITIL Foundation Certification • ServiceNow Administrator or related certifications ________________________________________ Key Performance Indicators (KPIs): • Average service request resolution time • SLA compliance rate • Customer satisfaction (CSAT) score • First-contact resolution rate • Number of reopened service requests ________________________________________ Working Conditions: • May require occasional on-call or after-hours work depending on business needs. • Hybrid or on-site work depending on company policy. ________________________________________ Additional Information: - The candidate should have minimum 3 years of experience - This position is based at our Pune 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 at www.accenture.com
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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Accenture Bengaluru, Karnataka, IND Office
SEZ, Divyashree Techno Park 36/2, K R Puram, Hobli, Kundalahalli, Whitefield, Bengaluru, Karnataka, India, 560066
What you need to know about the Bengaluru Tech Scene
Dubbed the "Silicon Valley of India," Bengaluru has emerged as the nation's leading hub for information technology and a go-to destination for startups. Home to tech giants like ISRO, Infosys, Wipro and HAL, the city attracts and cultivates a rich pool of tech talent, supported by numerous educational and research institutions including the Indian Institute of Science, Bangalore Institute of Technology, and the International Institute of Information Technology.
