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Applications & Services Engineer
Applications & Services EngineerConfidential • Ludhiana, India
Applications & Services Engineer

Applications & Services Engineer

Confidential • Ludhiana, India
2 days ago
Job description

own service operations (BoldDesk), SLAs / CSAT, and business applications / portals (Client

& Induction). Run change / release, knowledge, and training. Interface with development for

portal releases and with vendors for renewals / licensing.

Core Responsibilities

  • Service Desk Ownership : prioritization matrix, escalations, backlog hygiene, weekly

operations and CSAT reporting (ITIL-aligned).

  • Applications & Portals : L2 ownership, UAT, release checklists / rollback plans, incident
  • RCA, access requests.

  • Change & Release : chair a lightweight CAB, maintain change calendar, reduce failed
  • changes.

  • Vendor & Renewals : Microsoft 365 / AWS / EDR / domains / hosting; cost control, license
  • hygiene.

  • Training & Knowledge : joiner induction, quarterly phishing / user awareness, KB
  • publication cadence.

  • People & Quality : coach L1 / L2; QA of ticket notes; continuous improvement using data.
  • Key Performance Indicators (KPIs)

  • SLA (P3 / P4) ≥ 90%; CSAT ≥ 4.5 / 5.
  • Failed changes

    Skills : renewals,training,portals,operations,csat

    Skills Required

    Microsoft 365, EDR, Service Desk, Uat, Itil, Knowledge Base, Aws

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    Application Engineer • Ludhiana, India

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