Application Support Engineer at Cdm Smith in Pune, Maharashtra, India | Kablio
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Application Support Engineer
Cdm Smith
A global engineering and construction firm providing integrated solutions for infrastructure.
Supervisor overseeing Tier 2 application support, incident resolution, and ITIL processes.
6 days ago ago
Experienced (8-12 years), Intermediate (4-7 years), Expert & Leadership (13+ years)
Full Time
Pune, Maharashtra, India
Office Full-Time
Company Size
5,000 Employees
Service Specialisms
Engineering
Environmental Services
Construction Management
Project Management
Design
Consulting
Technical Services
Urban Planning
+17 more
Sector Specialisms
Industry
Facilities
Foundations
Heavy Civil Engineering
Transportation
Water
Environment
Energy
+4 more
Role
Description
incident management
ticketing
kpi reporting
itil processes
issue replication
major incident
Take ownership of the incident assigned while working independently in a group environment.
Oversee the creation and updating of FAQs, troubleshooting guides, and internal documentation.
Report trends or frequent issues to the development team for further investigation.
Participate in reviews of support processes and suggest improvements based on incident analysis.
Assist in training Tier 1 staff and new Tier 2 team members.
Track and report on key performance indicators (KPIs) such as response time, resolution time, and customer
Document all actions taken in the ticketing system for transparency and future reference.
Implement ITIL-aligned policies and procedures to support the ongoing project's SLA standards, including project
Identify skill gaps and coordinate ongoing training for the support team.
Ensure that incidents and requests are resolved within agreed Service Level Agreements (SLAs), tracking progress and
Replicate and test issues in controlled environments to identify solutions.
Provide regular communications to stakeholders on service impacts, planned change and risk mitigation
Lead the coordination and resolution of major incidents, ensuring communication and post-incident review.
Share knowledge and best practices across the support team.
Promote best practices and continuous training in ITIL methodologies.
Serve as the primary contact for addressing Tier 2 application-related incidents.
Escalate unresolved or critical issues to Tier 3 or relevant teams, providing thorough documentation and analysis.
Diagnose and resolve complex technical issues using in-depth knowledge and available tools.
Stay informed about product updates, patches, and new releases.
Requirements
itil foundation
servicenow
4+ years
computer science
cloud services
communication
ITIL Foundation certification required
Ability to assist in identifying recurring issues and contribute to root cause analysis.
Ability to develop and enforce escalation procedures and service-level agreements (SLAs)
Ability to troubleshoot and document the finding and troubleshooting steps before escalating incidents to Tier 3 or
Proficient in ITIL (Information Technology Infrastructure Library) frameworks and IT support lifecycle
Ability to serve as subject matter experts on specific products, applications, or systems.
4+ years of related work experience.
Ability to maintain clear communication with users, IT management, and other stakeholders regarding service outages,
Proficient at being the primary escalation point for complex or unresolved issues from Tier 1 and troubleshooting,
Ability to provide timely and clear updates to users regarding the status of their incidents or requests, ensuring
Proficient in written, verbal, and diagrammatic communication skills with clients, stakeholders, and other team
Ability to address service requests that require specialized knowledge or access, such as advanced software
Working knowledge of programming techniques, various development frameworks, cloud services, and securities.
Proficiency with understanding of IT systems, processes, and best practices is required.
Bachelor’s degree computer science or computer engineering is a common educational path
Ability to oversee the logging, tracking, and resolution of incidents and service requests, ensuring adherence to ITIL
Proficient in providing efficient and effective IT support within organizations in accordance with ITIL frameworks.
Ability to create, maintain, and access knowledge base articles and troubleshooting guides for both the team and end
Proficient in organizational abilities to manage schedules, tickets, and reporting.
Ability to track KPIs and create reports on team performance, ticket trends, and resolution times.
Strong understanding of performance metrics like FCR (first contact resolution), MTTR (mean time to resolution), and
Proficiency with ticketing systems such as ServiceNow, Freshdesk, or Jira Service Management
Ability to create, update, and maintain technical documentation, FAQs, and knowledge base articles to help Tier 1
Ability to monitor ticket queues and ensure timely resolution of support requests.
Benefits
Information not given or found
Training + Development
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Interview process
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Visa Sponsorship
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Security clearance
candidates may undergo criminal, employment, education, licensure, credit, and motor vehicle checks.
background checks are performed after a job offer in the united states; timing varies internationally.
drug testing may be required for designated positions.
employment is contingent on successful completion of all required background investigations.
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Company
Overview
Founded 1947
Year of Establishment
The company was established in 1947 as a small firm specializing in water treatment projects.
It has evolved into a global leader in delivering engineering, environmental, and construction services.
The firm specializes in complex infrastructure projects that address environmental, energy, and water resource challenges.
With a wide range of capabilities, the company has delivered iconic projects in transportation, utilities, and industrial sectors.
The firm has a strong focus on providing sustainable solutions to tackle the most pressing infrastructure needs worldwide.
Its projects often involve advanced technologies and innovative design, particularly in water resources and environmental remediation.
The company’s work spans a diverse range of sectors, from heavy civil construction to energy, government, and transportation.
A standout project includes its involvement in critical infrastructure for water treatment and wastewater systems around the globe.
Known for its commitment to quality, the firm prides itself on turning complex challenges into successful, long-term solutions.
Culture + Values
Integrity
Collaboration
Innovation
Excellence
Sustainability
Commitment to Client Success
Environment + Sustainability
Net Zero by 2050
Net Zero Emission Target
Committed to achieving net zero emissions, marking a significant step toward global climate goals.
Sustainable infrastructure solutions support environmental health and resilience.
Environmental sustainability is integrated into every project.
Aim to reduce carbon footprints and increase energy efficiency across various sectors.
Inclusion & Diversity
has a robust DEI strategy with a focus on gender equality and equal representation.
track and promote gender diversity across all levels of the organization.
emphasize mentorship and development programs to advance women and underrepresented groups.
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