Application Support

[ASAP Join 1 October 2026]

Key Responsibilities:

1. Incident & Problem Management

• Handle Level 2 support for application issues, including advanced troubleshooting and root-cause identification.
• Analyze logs, system behavior, and data inconsistencies to resolve incidents.
• Escalate issues to development/vendor teams with complete technical evidence when required.
• Monitor open incidents closely and ensure SLA for response and resolution is met.

2. Application Monitoring & Maintenance

• Perform regular monitoring of application performance, background jobs, interfaces, and integrations.
• Conduct preventive maintenance to minimize downtime and recurring issues.
• Support daily operational checks and ensure system readiness.

3. Technical Troubleshooting

• Perform debugging and analysis on APIs, integrations, and workflows.
• Run intermediate-level SQL queries for investigation and data validation.
• Review system logs.
• Assist in configuration updates, parameter adjustments, and application tuning.

4. Release & Deployment Support

• Support UAT preparation, testing, and validation.
• Assist in release deployment (pre-check, execution, and post-release validation).
• Collaborate with developers, QA, and DevOps teams during release cycles.

5. Documentation & Knowledge Management

• Prepare troubleshooting guides, root cause analysis reports, and SOP updates.
• Maintain clear and updated documentation for users and internal teams.
• Provide knowledge transfer to junior team members.

6. Stakeholder Communication

• Communicate clearly with clients regarding issue status, root cause explanations, and solutions.
• Coordinate with cross-functional teams (development, infrastructure, QA, PMO).

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
• 3-4 years of experience in Application Support, IT Support, or technical operations.
• Strong understanding of web/application architecture (frontend, backend, APIs, databases).
• Ability to perform intermediate SQL queries (JOIN, GROUP BY, nested queries).
• Familiarity with API troubleshooting (REST, JSON, Postman).
• Experience with log analysis tools.
• Solid understanding of incident and problem management frameworks (ITIL is a plus).
• Strong analytical, diagnostic, and troubleshooting skills.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong communication skills to interact with clients and technical teams.

Preferred Skills

• Experience in supporting enterprise systems (ERP, FMS, HRIS, CRM, or SAP integrations).
• Knowledge of cloud environments (AWS, Azure, GCP).
• Experience with Linux command-line and basic scripting (Bash, PowerShell).
• Exposure to CI/CD pipelines, DevOps tools, and application release management.
• Familiarity with microservices architecture and message queuing systems (Kafka, RabbitMQ).
• Knowledge of monitoring tools (Prometheus, Datadog, CloudWatch).

Soft Skills

• Strong ownership and responsibility attitude.
• Proactive in identifying issues before they impact operations.
• Good time-management and prioritization skills.
• Customer-oriented mindset with strong service delivery ethics.
• Team-player with the ability to guide junior members.