Job Description

Job Summary

Manning committee approval no. - 2026-173.

• Provide Off line support to VGCS applications
• Be available and communicate with end users via telephone and email (Inbound and Outbound)
• Respond to and handle calls by phone or email in a professional and efficient manner
• Attend to functional and technical questions and issues that arise within the applications supported
• Diagnose BSM alarms, call and mail in Incident/Request management tool by following SOP's.
• Follow up and seek solutions for application issues – follow ups with different support teams
• Be responsible for effectively and efficiently managing the relationship with all involved stakeholders
• Follow defined escalation path for unresolved issues
• Take necessary actions to expedite the resolution process
• Incident, Change and Request Management process and working knowledge of SNOW tool.
• Bachelor degree in computer science or related field
• Excellent spoken and written skill in English
• 4-6 years of Technical Support/Application support experience
• Basic knowledge of Cloud Infrastructure support.
• Good analysis technical troubleshooting skills.
• Working knowledge on executing/writing basic SQL queries
• Basic programming skills in any technology
• Excellent communication, phone etiquettes and interpersonal skills
• Self-initiative, pro-active, hardworking, good attitude and be a team player

Open to work in shifts (Mostly morning and afternoon shifts)

Manning committee approval no. - 2026-173.

Key Responsibilities

Manning committee approval no. - 2026-173.

• Provide Off line support to VGCS applications
• Be available and communicate with end users via telephone and email (Inbound and Outbound)
• Respond to and handle calls by phone or email in a professional and efficient manner
• Attend to functional and technical questions and issues that arise within the applications supported
• Diagnose BSM alarms, call and mail in Incident/Request management tool by following SOP's.
• Follow up and seek solutions for application issues – follow ups with different support teams
• Be responsible for effectively and efficiently managing the relationship with all involved stakeholders
• Follow defined escalation path for unresolved issues
• Take necessary actions to expedite the resolution process
• Incident, Change and Request Management process and working knowledge of SNOW tool.
• Bachelor degree in computer science or related field
• Excellent spoken and written skill in English
• 4-6 years of Technical Support/Application support experience
• Basic knowledge of Cloud Infrastructure support.
• Good analysis technical troubleshooting skills.
• Working knowledge on executing/writing basic SQL queries
• Basic programming skills in any technology
• Excellent communication, phone etiquettes and interpersonal skills
• Self-initiative, pro-active, hardworking, good attitude and be a team player

Open to work in shifts (Mostly morning and afternoon shifts)

Manning committee approval no. - 2026-173.

Skill Requirements

Other Requirements