KIP Application Support Engineer Associate Consultant MFT KGS CH

KIP Application Support Engineer –Consultant/Associate Consultant – MFT – KGS CH 

Location: Bangalore (Offshore)

Support Window: 7 AM – 7 PM UK Time

Experience: 2-4 years

Grade: CON / ACON (SFIA Level 3–5 mix)

Role Summary

The KIP Support Engineer will provide Level 1.5 / Level 2 support across multiple technology layers of the KPMG Insights Platform (KIP), including .NET applications, Azure cloud services, SharePoint Online, and Power BI / Microsoft Fabric.

The role focuses on incident triage, troubleshooting, root cause analysis, and service stabilisation, acting as a bridge between L1 service desk and L3 engineering teams, ensuring high availability, SLA adherence, and operational excellence. 

Key Responsibilities

1. Support Operations -These are non‑negotiable and ensure operational resilience. Every candidate should have:

• ITIL / ITSM fundamentals (Incident, Problem, Change)
• ServiceNow experience (ticketing, SLAs, updates)
• Incident triage & RCA documentation
• Good communication skills (stakeholder updates, MIM calls)
• Provide L1.5 / L2 support for KIP applications and platforms across all technology stacks(not pure dev, not L1 only)
• Identify recurring issues and contribute to problem management and preventive actions 
• Escalate to KIP L3 team as and when required for tickets resolution with sufficient documentation

2. Application Support

.NET Applications

• Troubleshoot application issues, deployments, authentication, and performance degradation 

• Perform log analysis (IIS, application logs, exception traces) for diagnostics 

• Support configuration validation and code-level issue identification

• Escalate to L3 with clear technical evidence and reproduction steps 

Azure Cloud Platform

• Support Azure services including: 

  • App Services, Functions, Logic Apps

  • Storage, Key Vault

  • Azure Entra (access/log analysis)

  • Azure Monitor, App Insights, Log Analytics 

• Monitor workloads, alerts, and service health

• Troubleshoot infrastructure, access, and integration issues

Power BI / Microsoft Fabric

• Support datasets, reports, and workspaces

• Troubleshoot: 

  • Dataset refresh failures

  • Access/permission issues

  • Workspace operational issues 

• Validate data with underlying sources (e.g., SQL/Azure SQL) 

• Assist with report publishing and basic performance tuning

SharePoint Online

• Support SharePoint sites, document libraries, and permissions

• Troubleshoot: 

  • Access and permission issues

  • Sync and document library behaviour

  • Page/component issues 

• Support governance, access models, and collaboration features

3. Operations & Continuous Improvement

• Monitor application/platform health, alerts, and support mailboxes
• Perform post-deployment validation and smoke testing across KIP components 
• Support release, hypercare, and stabilisation phases 
• Create and maintain: 
  • Knowledge Base articles
  • SOPs and runbooks
• Contribute to RCA documentation and continuous improvement initiatives 

4. Collaboration & Stakeholder Support

• Work closely with L3 Engineering, Data, and Cloud teams for issue resolution
• Support business teams with: 
  • License tracking
  • Mailbox management
  • Operational queries
• Provide timely communication and updates to stakeholders

Skills & Experience

Technical Skills

• .NET / Application Support
  • Basic knowledge of .NET Core, C#, Web API
  • Understanding of application lifecycle and deployments 
• Azure Cloud
  • Hands-on exposure to Azure services and monitoring tools
  • Understanding of cloud-based troubleshooting and logs 
• Power BI / Fabric
  • Knowledge of Power BI Service, datasets, and workspaces
  • Understanding of data refresh and reporting issues 
• SharePoint Online
  • Understanding of site structures, permissions, and access models 
• Database / Data
  • Basic SQL knowledge for data validation and checks 

ITSM & Process Skills

• Strong understanding of ITIL processes: 
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management 
• Experience with ServiceNow or similar ITSM tools
• Ability to follow SOP-driven support models

Soft Skills

• Excellent communication skill for stakeholder interaction
• Strong analytical and troubleshooting mindset
• Ability to work in a multi-technology environment
• Ability to work in UK-aligned support hours

Role Expectations (L1.5 / L2)

• Handle repeatable and moderately complex incidents 
• Perform structured troubleshooting and diagnostics
• Escalate appropriately with clear technical context
• Focus on service stability, availability, and continuous improvement

Nice to Have

• Basic knowledge of React, messaging systems, or DevOps pipeline 
• Exposure to monitoring tools and automation
• Experience working in global delivery models
• Exposure to ITIL processes, SNOW , JIRA, Reporting