Application Support Engineer

About the role

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.

Good to have skills: NA

Minimum 5 year(s) of experience is required

Educational Qualification

15 years full time education

Summary

As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve software-related challenges, ensuring the smooth operation of essential applications and systems. You will engage in problem-solving activities, analyze system performance, and contribute to the overall efficiency of business processes, all while maintaining a focus on delivering high-quality support to users and stakeholders.

The Change Manager is responsible for managing the Change Management process, ensuring that all IT changes are introduced in a controlled and coordinated manner. The role ensures minimal disruption to services, proper risk assessment, and alignment with business and IT objectives. This includes reviewing, approving, scheduling, and communicating changes while maintaining compliance with ITIL best practices.

Key Responsibilities

• Manage and control the lifecycle of all IT changes: standard, normal, and emergency changes.
• Facilitate Change Advisory Board (CAB) meetings, ensuring proper review and approval of changes.
• Ensure that all changes are properly assessed for risk, impact, and business readiness before implementation.
• Monitor change implementation to ensure compliance with process and successful execution.
• Maintain detailed change records, ensuring complete documentation in ITSM tools (e.g., ServiceNow, Remedy).
• Work closely with release, incident, problem, and configuration management teams to ensure change dependencies are understood.
• Coordinate with stakeholders to ensure that changes are communicated and planned appropriately to minimize impact.
• Conduct post-implementation reviews for high-risk or failed changes.
• Analyze change metrics and trends, and report on change success rates, failure reasons, and continuous improvement opportunities.
• Drive process improvements to enhance change control and reduce change-related incidents or outages.

Required Skills & Experience

• Experience in Change Management within an ITIL or enterprise IT environment.
• Strong understanding of ITIL change process and ITSM frameworks (ITIL Foundation certification preferred).
• Experience in facilitating CAB meetings and managing change approvals across business and technical teams.
• Ability to analyze complex technical and business issues to assess change risk and impact.
• Proficiency in ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• Strong organizational and communication skills, with attention to detail.

Preferred Qualifications

• ITIL v4 Foundation or higher certification
• Experience working in highly regulated environments (e.g., finance, healthcare, government)
• Technical background in IT infrastructure, software development, or operations is a plus

Key Competencies

• Risk awareness and mitigation
• Communication and negotiation skills
• Analytical thinking and attention to detail
• Process discipline
• Collaboration and stakeholder management

Additional Information

• The candidate should have minimum 5 years of experience in Change Management.
• This position is based at our Bhubaneswar office.
• A 15 years full time education is required.

15 years full time education