Application Support Specialist

Hiring: Application Support L2 / Senior Support Analyst

Experience: 48 Years

Location: Hyderabad / Chennai / Bangalore / Pune

Work Mode: Onsite

Employment Type: Full-Time / Contract

Shift: Rotational Shift

Notice Period: Immediate to 30 Days Preferred

We are looking for experienced Application Support professionals to join a dynamic enterprise support environment. Candidates should possess strong expertise in production support operations, incident management, SQL troubleshooting, ERP systems, and stakeholder coordination.

Key Responsibilities

• Lead and manage L1/L2 support shift operations
• Monitor incident queues, service requests, and alerts for timely resolution
• Drive ticket prioritization, escalation handling, SLA adherence, and closure
• Act as the point of contact for critical incidents and business-impacting issues
• Coordinate with client SMEs, support teams, and L3 teams
• Manage backlog, aging tickets, and operational continuity during shift handovers
• Support SOP adherence, knowledge management, and continuous service improvement initiatives
• Guide team members on escalation handling and support processes

Required Skills

• Strong experience in Application Support / Production Support / Managed Services
• Hands-on expertise in Incident Management, Queue Governance, and Service Requests
• Advanced SQL Server knowledge including stored procedures, query optimization, and data corrections
• Experience with ERP systems such as SAP, Oracle, Dynamics, Blue-Cherry, or similar platforms
• EDI Mapping and Configuration experience
• Experience with ServiceNow, Jira, Confluence, and monitoring tools
• Knowledge of API troubleshooting (REST/SOAP)
• Exposure to middleware platforms like MuleSoft or Dell Boomi is an added advantage
• Understanding of Retail domain concepts such as Order-to-Cash and Supply Chain
• Strong analytical, root cause analysis, and stakeholder communication skills
• Ability to work in a 24x5 rotational support environment

Preferred Qualifications

• Bachelors degree in Computer Science, Engineering, or equivalent
• ITIL v3/v4 Foundation Certification preferred
• Prior experience as Shift Lead / Queue Lead / Senior Support Analyst is highly preferred