The Support Engineer will be responsible for providing functional and technical support for Talent Acquisition and HR technology platforms, ensuring stable operations, issue resolution, process compliance, and continuous improvement across recruitment, onboarding, and related HR systems. The role acts as a bridge between business stakeholders, BTIS teams, vendors, and platform support teams to ensure seamless service delivery.

Key Responsibilities

Application Support & Operations

• Provide L1/L2 support for HR and Talent Acquisition applications.
• Monitor production issues, incidents, and service requests.
• Perform impact analysis and troubleshooting for system defects.
• Coordinate with BTIS development teams, vendors, and product owners for issue resolution.
• Track and manage tickets through closure within defined SLAs.

Recruitment & Onboarding Systems Support

• Support end-to-end recruitment workflows including:
  • Demand creation and approvals
  • Candidate application processing
  • Offer management
  • Background verification integrations
  • Onboarding processes
  • Rehire and duplicate check scenarios
• Validate system behavior against approved business requirements and SOPs.

Testing & Release Management

• Prepare test scenarios, test cases, and UAT plans.
• Execute functional, integration, regression, and production validation testing.
• Support release deployments and post-production validations.
• Coordinate business sign-off activities.

Stakeholder Management

• Engage with HR, TAG, WPC, Onboarding, Compliance, COE, and BTIS teams.
• Conduct issue review calls and status updates.
• Ensure effective communication during system incidents and outages.
• Prepare executive summaries and operational reports.

Process Improvement

• Identify automation opportunities and recurring issues.
• Support enhancement requirements, BRDs, user stories, and solution reviews.
• Contribute to process standardization and governance initiatives.
• Participate in system transformation and modernization programs.