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Subject Matter Expert - Application Support

Subject Matter Expert - Application Support

Right Move Staffing Solutions Private LimitedPune
4 days ago
Job description

Key Responsibilities :

  • Act as a Subject Matter Expert (SME) for IT application support across the organization.
  • Manage and coordinate incident, problem, and change management processes following ITIL best practices.
  • Provide advanced troubleshooting and resolution for critical application issues.
  • Collaborate with development, infrastructure, and business teams to ensure timely resolution of incidents and service requests.
  • Drive continuous improvement initiatives for application support processes and service delivery.
  • Develop and maintain application support documentation, runbooks, and knowledge base articles.
  • Monitor application performance and SLAs, proactively identifying areas for improvement.
  • Mentor and guide junior support staff and act as a point of escalation for complex issues.
  • Participate in application upgrades, patching, and release management activities.

Technical Skills Required :

  • Strong knowledge of ITIL framework and service management processes.
  • Expertise in incident, problem, and change management for enterprise applications.
  • Hands-on experience in IT application support across multiple platforms.
  • Knowledge of service delivery metrics, SLA monitoring, and reporting.
  • Familiarity with ticketing and monitoring tools.
  • Excellent troubleshooting, root cause analysis, and documentation skills.
  • Experience :

  • Minimum 7+ years of experience in application support or IT service management roles.
  • Proven experience as an SME for enterprise applications.
  • Experience in ITIL-aligned service delivery and process improvement initiatives.
  • Education :

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • ITIL certification is highly preferred
  • (ref : hirist.tech)

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    Subject Matter Expert • Pune