IT Operations

HCLTech is seeking a talented and dedicated Junior IT Operations / Application Support Engineer to join our dynamic team in Pune. This is an excellent opportunity for an experienced professional with 3-4 years of experience who is ready to make an immediate impact. In this critical role, you will be instrumental in ensuring the continuous availability and optimal performance of our production applications, operating within a 24x7 support environment. You will work within the ITIL framework to manage incidents, problems, and changes, playing a vital part in maintaining service excellence and system stability.

As a Junior IT Operations / Application Support Engineer, you will be responsible for providing comprehensive production support, tackling P1/P2 incidents with urgency and precision. Your expertise in ITIL methodologies and hands-on experience with ServiceNow will be crucial in streamlining our support processes and driving efficient resolution. We are looking for an individual with strong technical skills, a proactive approach to problem-solving, and the ability to thrive in a fast-paced operational setting. If you're passionate about application support and ready for a challenging yet rewarding career, HCLTech welcomes you.

Key Responsibilities

• Provide 24x7 production support for critical business applications, ensuring high availability and performance.
• Effectively manage and resolve P1/P2 incidents, performing initial diagnosis and escalation as necessary.
• Apply ITIL principles for incident, problem, and change management processes.
• Utilize ServiceNow for ticket logging, tracking, resolution, and knowledge base management.
• Monitor application health, system performance, and infrastructure components to proactively identify and address potential issues.
• Collaborate with cross-functional teams, including development, infrastructure, and business units, to troubleshoot and resolve complex technical problems.
• Conduct root cause analysis for recurring issues and implement preventive measures to enhance system reliability.
• Participate in post-incident reviews and contribute to continuous service improvement initiatives.
• Maintain clear and concise documentation of procedures, incidents, and resolutions.

Requirements

• 3-4 years of proven experience in IT Operations, Application Support, or a similar production support role.
• Solid understanding and practical application of ITIL processes (Incident, Problem, Change Management).
• Hands-on experience with ITSM tools, specifically ServiceNow, for managing support workflows.
• Demonstrated strong technical troubleshooting and analytical skills.
• Ability to work effectively under pressure in a 24x7 operational support model.
• Excellent verbal and written communication skills, with the ability to articulate technical issues clearly.
• A proactive mindset with a strong sense of ownership and urgency.
• Immediate availability to join the team is highly preferred.
• Proficiency in basic scripting (e.g., Python, Bash) and SQL query analysis for database troubleshooting is a plus.

What We Offer

• An opportunity to work with a leading global technology and consulting company, HCLTech.
• Exposure to cutting-edge technologies and complex enterprise application environments.
• A collaborative and supportive team culture focused on continuous learning and growth.
• A challenging role that offers significant professional development within IT Operations.
• A chance to contribute directly to the stability and success of critical business operations.