{"schemaVersion":"jobsearcher.job.v1","id":"d180b3e6bb9fdba164c953fc","url":"https://jobsearcher.com/jobs/d180b3e6bb9fdba164c953fc","canonicalUrl":"https://jobsearcher.com/jobs/d180b3e6bb9fdba164c953fc","title":"Application Support Engineer","description":"Overview:\n\nProdapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 4,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.\n\nResponsibilities:\nShould have basic understanding of Telecom OSS domain.\nShould have understanding on ITIL Concepts.\nExperience working in a 24x7 production support model with excellent troubleshooting skills.\nShould have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA\nShould be ready to work in 24/7 rotational shifts with flexibility timings.\nRespond to reported service incidents/requests and initiate the incident management process\nKeep users informed about their incidents' status at agreed intervals\nVerify resolution with users and resolve incidents in tool\nLog all incidents/service requests and their resolution to identify recurring issues\nPerform daily triage of incidents\nBuild relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices\nGood communication skill.\nRequirements:\n\nExperience with scripting language is preferred.\nConfigure threshold value alerting, triggers, and remediation\nMonitor network utilization and system health checks\nMaintain and update reports and correspondence related to the work\nPrioritize incidents according to their urgency and impact on the business\nAnalyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5\nInvestigate and diagnose incidents to restore failed IT services as quickly as possible\nPerform advanced troubleshooting and update knowledge base articles with solutions implemented\nValidate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs\nEscalate incidents at risk of breaching SLAs to the responsible teams\nScale up to demonstrate flexibility in handling business criticality and handling spikes\nPropose automation opportunities for repetitive tasks to improve change management process\nConduct Root Cause Analysis (RCA) post restoration of service\nCoordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure\n Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle.\n\nEducation & Experience: Bachelor’s degree in Computer Science, Engineering, or a related field; OR equivalent combination of education and 2 years of relevant experience.","company":"Prodapt","rawCompany":"prodapt","city":"Irving","state":"TX","isRemote":false,"isActive":false,"createdAt":"2026-08-22T12:14:51.494Z","occupations":[{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Application Support Engineer","description":"Overview:\n\nProdapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 4,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.\n\nResponsibilities:\nShould have basic understanding of Telecom OSS domain.\nShould have understanding on ITIL Concepts.\nExperience working in a 24x7 production support model with excellent troubleshooting skills.\nShould have understanding on Ticket prioritizing based on impact/urgency, SLA, RCA\nShould be ready to work in 24/7 rotational shifts with flexibility timings.\nRespond to reported service incidents/requests and initiate the incident management process\nKeep users informed about their incidents' status at agreed intervals\nVerify resolution with users and resolve incidents in tool\nLog all incidents/service requests and their resolution to identify recurring issues\nPerform daily triage of incidents\nBuild relationships with stakeholders and understand how to meet their IT requirements while adhering to Prodapt's best practices\nGood communication skill.\nRequirements:\n\nExperience with scripting language is preferred.\nConfigure threshold value alerting, triggers, and remediation\nMonitor network utilization and system health checks\nMaintain and update reports and correspondence related to the work\nPrioritize incidents according to their urgency and impact on the business\nAnalyse and escalate the incident to the next level (L2) if that incident is not in the scope of L1 or L1.5\nInvestigate and diagnose incidents to restore failed IT services as quickly as possible\nPerform advanced troubleshooting and update knowledge base articles with solutions implemented\nValidate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs\nEscalate incidents at risk of breaching SLAs to the responsible teams\nScale up to demonstrate flexibility in handling business criticality and handling spikes\nPropose automation opportunities for repetitive tasks to improve change management process\nConduct Root Cause Analysis (RCA) post restoration of service\nCoordinate with vendors to resolve hardware and software incidents and follow-up until service is restored and ticket closure\n Learn and comply with validation requirements, standard-operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle.\n\nEducation & Experience: Bachelor’s degree in Computer Science, Engineering, or a related field; OR equivalent combination of education and 2 years of relevant experience.","datePosted":"2026-08-22T12:14:51.494Z","dateModified":"2026-08-22T12:14:51.494Z","hiringOrganization":{"@type":"Organization","name":"Prodapt","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Irving","addressRegion":"TX","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"d180b3e6bb9fdba164c953fc"},"url":"https://jobsearcher.com/jobs/d180b3e6bb9fdba164c953fc"}}