Application Administrator

Application Administrator to provide Level 2 and Level 3 support for critical business applications in the Product Catalogue, CPQ (Configure Price Quote), and Salesforce space. This role involves triaging incoming issues, performing initial analysis, coordinating handoffs, and monitoring application health to ensure seamless operations for our customers and products. Developing, managing, and optimizing digital self-service portals and solutions for business customers

Key Responsibilities

Incident Management Triage

• Act as the first point of contact for application-related issues escalated to L2/L3.
• Categorise, prioritise, and triage incidents based on impact and urgency.
• Perform root cause analysis for recurring issues and escalate where necessary.

Issue Analysis Resolution

• Investigate application errors and performance issues.
• Provide timely fixes or workarounds for known problems.
• Collaborate with development and infrastructure teams for complex resolutions.

Monitoring Maintenance

• Monitor application performance and availability using standard tools.
• Ensure proactive identification of potential issues before they impact users.
• Maintain logs and documentation for compliance and audit purposes.

Coordination Handoffs

• Liaise with onshore teams and vendors for escalations and advanced troubleshooting.
• Ensure smooth handover of unresolved issues with detailed analysis notes.

Customer Product Support

• Address queries related to catalogue, pricing, and product configurations.
• Support Salesforce-related workflows and integrations.

Mandatory skills

• 3+ years experience in application support or administration (L2/L3 level).
• Exposure to ITIL processes and service management best practices.
• Strong understanding of enterprise applications (Catalogue, CPQ, Salesforce).
• Familiarity with application monitoring tools and incident management systems.
• Basic knowledge of SQL and scripting for troubleshooting.

Desired skills

• Excellent communication and coordination skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving and analytical mindset.