Specialist- IT Support
Bengaluru
API International Capability Centre Private Limited
Role Summary The IT Operations Support Engineer is responsible for delivering advanced support for workplace technologies, collaboration platforms, business applications, IT operations processes, compliance controls, and service management activities across the Api Group GCC and other sites on-demand service requests. This role acts as the primary escalation point for complex end-user and application-related issues. Escalating unresolved issues to appropriate L3 and global support teams. Key Responsibilities Workplace & End User Computing Services • Provide advanced support for Windows desktop environments. • Manage Microsoft 365 services and user administration activities. • Administer Microsoft Intune and endpoint management services. • Support Active Directory and Entra ID environments. • Troubleshoot Teams, Exchange Online, Outlook, and OneDrive issues. • Resolve complex workstation, profile, and application issues. Business Application Support Provide Installation, configuration and Basic troubleshooting for: • AutoCAD • Revit • CorelDRAW • Adobe Photoshop • Canva • Legora • Adobe Acrobat Reader / Editor • Citrix • Windows Virtual Desktop (WVD) • SAP • Tally • Pronto • OneStream • Genesis • Telephony Solutions • Samsung MagicINFO • ClickShare • Mobile Applications • Web Applications IT Operations & Service Management • Lead Major Incident Management activities. • Coordinate service restoration during critical outages. • Conduct Problem Management and Root Cause Analysis (RCA). • Manage Change Management processes. • Coordinate with global tower teams during incident resolution. • Maintain operational documentation and knowledge articles. Governance, Risk & Compliance • Support Audit and SOX compliance activities. • Participate in internal and external audits. • Manage IT asset lifecycle activities. • Support compliance reporting and evidence collection. Vendor Management • Coordinate support activities with software vendors. • Escalate and track product-related incidents. • Manage vendor service delivery and issue resolution. SLA & KPI Reporting • Monitor service performance metrics. • Generate operational reports and dashboards. • Identify service improvement opportunities. Mandatory Skills Workplace Technologies • Advanced Windows Troubleshooting • Microsoft 365 Administration • Active Directory & Entra ID • Microsoft Intune • Exchange Online • Microsoft Teams • Endpoint Management IT Operations • Major Incident Management • Problem Management • Root Cause Analysis • Change Management • Asset Management • Vendor Management Governance & Security • SOX Compliance • Vulnerability Management • Security Awareness • Audit Support Application Support • Enterprise Application Troubleshooting • Citrix • WVD • SAP User Support • Collaboration Technologies Soft Skills • Excellent stakeholder management • Strong analytical and troubleshooting skills • High sense of ownership • Documentation and knowledge management • Ability to work with global teams Required Qualifications • Bachelor of engineering or Bachelor in Computer Science, Information Technology, or related field. Preferred Experience • 5-8 years supporting Workplace Technology, Applications, and IT Operations. • Experience in GCC, Shared Services, or Global IT support organiz
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