Systems Engineer - Applications
Jade Global Hyderabad, Telangana, India
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Jade Global Hyderabad, Telangana, India
Jade Global Hyderabad, Telangana, India
1 week ago 33 applicants
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Systems Engineer - Applications1
Job Title: Systems EngineerResponsibilities
- Manage and administer S lack, G oogle Workspace (GSuite), and other cloud productivity applications.
- Provide L2 /L3 support for incident management, primarily ticket-based in ServiceNow.
- Categorise, prioritise, and escalate tickets as necessary, ensuring timely resolution and adherence to SLAs.
- Troubleshoot access issues and collaborate with users and business stakeholders to resolve them.
- Liaise with SaaS vendors to create tickets and follow up on bugs or issues.
- Perform application administration tasks and update documentation related to access and user provisioning.
- Monitor SLAs and generate reports on performance metrics.
- Engage with application vendor support teams to resolve escalated issues promptly.
- Collaborate with technical teams across the organization to execute administrative tasks related to m anaged applications.
- Provide ongoing troubleshooting, support, and maintenance of applications.
- Ensure strict adherence to SLAs by resolving issues and closing service tickets raised by end-users.
- Handle various support items and issue types related to license management, layout updates, permission set assignments, Google Workspace administration, Google calendar and email issues, role and profile permissions, automation rules, reports, and dashboards.
- Communicate effectively with internal and external stakeholders.
Requirements
- At least 3-5 years of experience in Application Support of which min 2 years in managing Slack, G oogle Workspace, and other cloud productivity applications.
- Proficiency in incident management processes, particularly ticket-based support driven by ServiceNow.
- Strong skills in categorisation, prioritisation, and escalation of tickets.
- Ability to manage strict adherence to SLAs and resolve issues promptly.- Expertise in troubleshooting access issues and interacting with users and business stakeholders.
- Familiarity with creating and managing tickets with SaaS vendors.
- Experience in application administration and documentation updates.
- Excellent communication skills for effective interaction with stakeholders.
- Proven track record in handling various support items and issue types related to S lack and G oogle Workspace apps.
- Ready to work in 24X5 rotational shifts
- ITIL v4 certification and experience in handling Pagerduty alerts is an added advantage.
This role requires a proactive individual with strong technical skills and excellent communication abilities to ensure the smooth operation of cloud applications and provide high-quality support to end-users.
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Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Information Technology -
Industries
IT Services and IT Consulting
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