Watts Application Support Engineer – Consultant – MFT – KGS CH
BengaluruFull-time4–7 yrsPosted over a month ago
Mid-level IT support role at KPMG Global Services in Bengaluru. Needs 4+ years.
About the role
Provide advanced Level 2 (L2) support for AI-based applications by performing deep triage, troubleshooting, and resolution of incidents and service requests escalated from L1 Service Desk . Distinguish functional queries from technical incidents , restore service quickly, and escalate to L3 Product Support (Advisory UK service lines) with complete diagnostic context.
What you'll do
- Provide advanced Level 2 (L2) support for AI-based applications by performing deep triage, troubleshooting
- Perform structured triage to classify issues as: Functional queries (usage/how-to, expected behaviour, configuration guidance), or
- Create and maintain Support Manuals , Runbooks , SOPs , and Troubleshooting Guides for each supported AI application
- Write and curate Knowledge Articles in ServiceNow to enable L1 deflection and consistent resolution
- Maintain “Known Errors / Known Issues” records and update them based on recurring patterns and fixes
What you need
- ServiceNow
- Troubleshooting
- Networking
- ITIL
- Azure
- AWS
Good to have
- IAM
- Machine learning
- GCP
- SOP writing
- PowerShell
- Python