Birlasoft

2 weeks ago

Technical Specialist-App Development

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own incident management and escalation for major SaaS application issues, coordinating internal and vendor support teams while tracking troubleshooting progress, impact, and executive status updates. Automate SaaS administration, manage SLA reporting using ServiceNow and monitoring tools, and communicate SLA dashboards to clients. Partner with engineering and sales to identify root causes, implement corrective actions, and create SOPs/knowledge base articles to support ongoing client and integration activities.

Location: Hyderabad

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Lead incident management calls for major incidents, coordinating support teams, tracking troubleshooting, and providing executive updates.
•Automate administration of SaaS applications and support technical troubleshooting using ServiceNow and monitoring tools.
•Capture incident details across the incident life-cycle, including impacts, triage, resolution actions, and timelines.
•Communicate SLA dashboards to clients and use ServiceNow to document and track technical support incidents.
•Partner with Sales and technology/engineering teams to assess incidents, identify root cause, implement corrective actions, and create SOP/knowledge base artifacts.

Key Requirements

•Support SaaS applications using ITIL practices and incident life-cycle documentation.
•Manage vendors and internal stakeholders during incident troubleshooting and escalations.
•Integrate with different applications and use knowledge of APIs to address incidents and root causes.
•Use ServiceNow and monitoring/troubleshooting tools (including ServiceNow reports) to track issues and support SLA reporting.
•Work in an Agile environment and collaborate with engineering and support teams to ensure corrective actions are implemented.

Experience:SaaS

Skills:Incident managementStakeholder managementVendor managementRoot cause analysisCollaboration

Tech Stack:SaaSServiceNowSplunkAPIAgile

Company Brief

Birlasoft

Birlasoft is a global IT services and digital solutions provider delivering consulting, enterprise applications, cloud, and infrastructure services to enterprises across industries, helping accelerate digital transformation and business modernization.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Noida, India

Website LinkedIn

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Birlasoft

2 weeks ago

Technical Specialist-App Development

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Hyderabad

Workplace: Onsite

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Lead incident management calls for major incidents, coordinating support teams, tracking troubleshooting, and providing executive updates.
•Automate administration of SaaS applications and support technical troubleshooting using ServiceNow and monitoring tools.
•Capture incident details across the incident life-cycle, including impacts, triage, resolution actions, and timelines.
•Communicate SLA dashboards to clients and use ServiceNow to document and track technical support incidents.
•Partner with Sales and technology/engineering teams to assess incidents, identify root cause, implement corrective actions, and create SOP/knowledge base artifacts.

Key Requirements

•Support SaaS applications using ITIL practices and incident life-cycle documentation.
•Manage vendors and internal stakeholders during incident troubleshooting and escalations.
•Integrate with different applications and use knowledge of APIs to address incidents and root causes.
•Use ServiceNow and monitoring/troubleshooting tools (including ServiceNow reports) to track issues and support SLA reporting.
•Work in an Agile environment and collaborate with engineering and support teams to ensure corrective actions are implemented.

Experience:SaaS

Skills:Incident managementStakeholder managementVendor managementRoot cause analysisCollaboration

Tech Stack:SaaSServiceNowSplunkAPIAgile

Company Brief

Birlasoft

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Noida, India

Website LinkedIn