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.