Job Description

KIP Application Support Engineer –Consultant/Associate Consultant – MFT – KGS CH

Location: Bangalore (Offshore)

Support Window: 7 AM – 7 PM UK Time

Experience: 2-4 years

Grade: CON / ACON (SFIA Level 3–5 mix)

The KIP Support Engineer will provide Level 1.5 / Level 2 support across multiple technology layers of the KPMG Insights Platform (KIP), including .NET applications, Azure cloud services, SharePoint Online, and Power BI / Microsoft Fabric.

The role focuses on incident triage, troubleshooting, root cause analysis, and service stabilisation, acting as a bridge between L1 service desk and L3 engineering teams, ensuring high availability, SLA adherence, and operational excellence.

Key Responsibilities

1. Support Operations -These are non‑negotiable and ensure operational resilience. Every candidate should have:

• ITIL / ITSM fundamentals (Incident, Problem, Change)
• ServiceNow experience (ticketing, SLAs, updates)
• Incident triage & RCA documentation
• Good communication skills (stakeholder updates, MIM calls)
• Provide L1.5 / L2 support for KIP applications and platforms across all technology stacks(not pure dev, not L1 only)
• Identify recurring issues and contribute to problem management and preventive actions
• Escalate to KIP L3 team as and when required for tickets resolution with sufficient documentation

2. Application Support

NET Applications

• Troubleshoot application issues, deployments, authentication, and performance degradation

• Perform log analysis (IIS, application logs, exception traces) for diagnostics

• Support configuration validation and code-level issue identification

• Escalate to L3 with clear technical evidence and reproduction steps

Azure Cloud Platform

• Support Azure services including:

  • App Services, Functions, Logic Apps

  • Storage, Key Vault

  • Azure Entra (access/log analysis)

  • Azure Monitor, App Insights, Log Analytics

• Monitor workloads, alerts, and service health

• Troubleshoot infrastructure, access, and integration issues

Power BI / Microsoft Fabric

• Support datasets, reports, and workspaces

• Troubleshoot:

  • Dataset refresh failures

  • Access/permission issues

  • Workspace operational issues

• Validate data with underlying sources (e.g., SQL/Azure SQL)

• Assist with report publishing and basic performance tuning

SharePoint Online

• Support SharePoint sites, document libraries, and permissions

• Troubleshoot:

  • Access and permission issues

  • Sync and document library behaviour

  • Page/component issues

• Support governance, access models, and collaboration features

3. Operations & Continuous Improvement

• Monitor application/platform health, alerts, and support mailboxes
• Perform post-deployment validation and smoke testing across KIP components
• Support release, hypercare, and stabilisation phases
• Create and maintain:
  • Knowledge Base articles
  • SOPs and runbooks
• Contribute to RCA documentation and continuous improvement initiatives

4. Collaboration & Stakeholder Support

• Work closely with L3 Engineering, Data, and Cloud teams for issue resolution
• Support business teams with:
  • License tracking
  • Mailbox management
  • Operational queries
• Provide timely communication and updates to stakeholders

Skills & Experience

Technical Skills

• NET / Application Support
  • Basic knowledge of .NET Core, C#, Web API
  • Understanding of application lifecycle and deployments
• Azure Cloud
  • Hands-on exposure to Azure services and monitoring tools
  • Understanding of cloud-based troubleshooting and logs
• Power BI / Fabric
  • Knowledge of Power BI Service, datasets, and workspaces
  • Understanding of data refresh and reporting issues
• SharePoint Online
  • Understanding of site structures, permissions, and access models
• Database / Data
  • Basic SQL knowledge for data validation and checks

ITSM & Process Skills

• Strong understanding of ITIL processes:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
• Experience with ServiceNow or similar ITSM tools
• Ability to follow SOP-driven support models

Soft Skills

• Excellent communication skill for stakeholder interaction
• Strong analytical and troubleshooting mindset
• Ability to work in a multi-technology environment
• Ability to work in UK-aligned support hours

Role Expectations (L1.5 / L2)

• Handle repeatable and moderately complex incidents
• Perform structured troubleshooting and diagnostics
• Escalate appropriately with clear technical context
• Focus on service stability, availability, and continuous improvement

Nice to Have

• Basic knowledge of React, messaging systems, or DevOps pipeline
• Exposure to monitoring tools and automation
• Experience working in global delivery models
• Exposure to ITIL processes, SNOW , JIRA, Reporting