Application Support Specialist

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    "ExternalDescriptionStr": "<p><strong>THE ROLE&nbsp;</strong></p><p><br>As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the&nbsp;<br>organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and&nbsp;<br>collaboration with internal and external stakeholders to ensure operational continuity and application stability.&nbsp;</p>",
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    "ExternalQualificationsStr": "<p><br><strong>WORK EXPERIENCE</strong>&nbsp;</p><p><br>Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical&nbsp;<br>aptitude are also considered.&nbsp;<br>Basic or end-to-end knowledge of the shipping lifecycle.&nbsp;<br>Familiarity with EDI and SQL.&nbsp;<br>Excellent analytical and problem-solving skills.&nbsp;<br>Effective communication and interpersonal abilities.&nbsp;<br>Familiarity with ITIL or other IT Service Management frameworks is a plus.&nbsp;<br>Certifications related to specific applications or platforms are beneficial.&nbsp;</p><p><strong>PERSONAL ATTRIBUTES&nbsp;</strong></p><p><br>Stakeholder-focused mindset with a commitment to delivering exceptional service.&nbsp;<br>Ability to work under pressure and prioritize tasks in a fast-paced environment.&nbsp;<br>Strong teamwork and collaboration skills.&nbsp;<br>Continuous learner, keeping up-to-date with technology trends and best practices.&nbsp;<br>Attention to detail and passion for resolving complex technical challenges.&nbsp;<br>ADDITIONAL NOTES&nbsp;<br>Preferably immediate joining or a maximum notice period of 60 working days.&nbsp;<br>Willingness to work in 24/7 shifts, including night shifts.&nbsp;<br>Ready to relocate within 15km radius if staying far from the office location.</p>",
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    "ExternalResponsibilitiesStr": "<p><strong>KEY RESPONSIBILITIES &amp; TASKS&nbsp;</strong></p><p><br>1. SaaS Support&nbsp;<br>Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.&nbsp;<br>Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.&nbsp;<br>Escalate complex issues to Level 3 support or development teams as needed and track until resolution.&nbsp;<br>Communicate effectively with external partners, stakeholders, and SaaS providers.&nbsp;<br>2. Technical Expertise&nbsp;<br>Maintain a strong understanding of the organization's application portfolio, including configurations,&nbsp;<br>integrations, and dependencies at a basic to intermediate level.&nbsp;<br>Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.&nbsp;<br>3. Problem Identification and Resolution&nbsp;<br>Analyze reported issues to identify trends and recurring problems.&nbsp;<br>Proactively monitor application performance, identify potential bottlenecks, and implement preventive&nbsp;<br>solutions.&nbsp;<br>4. Communication and Collaboration&nbsp;<br>Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation&nbsp;<br>management teams.&nbsp;<br>Communicate with end-users to gather information, provide updates, and guide on best practices.&nbsp;<br>5. Documentation and Knowledge Sharing&nbsp;<br>Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.&nbsp;<br>Contribute to the organization's knowledge base to empower Level 1 support and end-users.&nbsp;<br>6. Quality Assurance&nbsp;<br>Ensure solutions are based on validated knowledge documentation and not assumptions.&nbsp;<br>Follow the “four-eye principle” to guarantee 100% quality in resolutions.&nbsp;</p><p>&nbsp;</p>",
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