Application support

Job highlights

• Experience in VB.NET, Visual Basic 6.0, VBA, ITIL Framework, SIAM processes, and SRE principles
• Provide L1/L2 application support, manage SLA compliance, coordinate change management, handle escalations, and drive continuous improvement

Primary Skill:

• VB.NET, Visual Basic 6.0

Required Skills & Experience:

1. Visual Basic for Applications (VBA) and Visual Basic 6.0
2. Strong knowledge of ITIL Framework and SIAM processes
3. Experience in Customer Application Support and Service Operations
4. Strong technical, analytical, and debugging skills
5. Familiarity with SRE principles and proactive monitoring
6. Expertise in Service, Problem, and Change Management
7. Excellent communication, stakeholder management, and governance skills

Role Overview:
The associate will be part of a large Application Support program spanning 205+ applications, including 40 mission-critical systems with 247 support. This engagement supports day-to-day customer business operations and follows an Onshore + Offshore delivery model, involving close collaboration with Tokyo-based stakeholders and potential onsite interactions based on performance and business needs.

While the primary focus is VB6/VBA, the broader technology stack includes .NET, SQL Server, Java/Angular, Mainframes (IBM/Fujitsu), ServiceNow, SharePoint, and moreoffering strong opportunities to expand beyond VB.

The role emphasizes ITIL, SIAM, and SRE principles, making it ideal for engineers aspiring to grow into service reliability, operations excellence, and governance-focused leadership roles.

Key Responsibilities:

1. Oversee L1L2 application support, ensuring timely incident resolution and root cause analysis
2. Manage SLA compliance, reporting, and performance metrics
3. Coordinate change and release management for application updates and patches
4. Act as the primary customer contact for service delivery and escalations
5. Drive continuous improvement, automation, and cost optimization initiatives
6. Collaborate with vendors and cross-functional teams for issue resolution and service enhancements