The Consultant - Application Support role provides Application Maintenance and Support (AMS) for engineering-domain applications. The position focuses on troubleshooting business and engineering applications, resolving critical production issues, supporting hybrid cloud environments, and ensuring reliable application performance. The role requires strong ITIL, incident management, RCA, and production support capabilities along with experience supporting tools such as Bluebeam, Adobe, Microsoft Office, Autodesk, and Bentley applications.
- 5-8 years of experience in an Application Support role (AMS) in the Engineering domain (Application Maintenance and Support).
- Experience installing, configuring, or supporting Microsoft Office, Bluebeam, Adobe, and Engineering applications.
- Strong troubleshooting skills across applications, databases, and hybrid cloud environments.
- Proven experience managing Severity 1/Severity 2 incidents, driving RCA, and ensuring rapid restoration of service.
- Strong command of ITIL processes (Incident, Problem, Change, and Knowledge Management).
- Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization.
- Effective written and verbal communication skills, including the ability to explain technical issues in simple terms that non-IT staff can understand.
- Experience with issue tracking and reporting using relevant tools.
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field is preferred.
Technical Skills Required (Mandatory - 4+ skills from the below):
- Bluebeam
- Adobe Suite
- Microsoft Office
- Autodesk Applications
- Bentley Applications
- Basics of SQL
- Basic understanding of CAD Applications
- HQMS
- Clarity
- Production Support Focus
- Provide Application Maintenance and Support (AMS) for engineering applications.
- Install, configure, maintain, and troubleshoot Microsoft Office, Bluebeam, Adobe, Autodesk, and Bentley applications.
- Troubleshoot issues across applications, databases, and hybrid cloud environments.
- Manage Severity 1 and Severity 2 incidents and drive rapid service restoration.
- Perform Root Cause Analysis (RCA) for critical and recurring application issues.
- Follow ITIL processes including Incident, Problem, Change, and Knowledge Management.
- Monitor production applications and ensure timely resolution of technical issues.
- Track and document incidents, service requests, and application problems using appropriate tools.
- Prepare issue-tracking and performance reports for stakeholders.
- Communicate technical problems and solutions clearly to non-IT users and business teams.
- Coordinate with engineering and technical teams to resolve complex application issues.
- Support application changes, upgrades, and deployments in accordance with established processes.
- Prioritize multiple support activities and adapt to changing business requirements.