Application Support Specialist

Key Skills:

Roles & Responsibilities:

• Provide second-line support to VGCS applications.
• Communicate with end users via telephone and email, handling inbound and outbound inquiries professionally.
• Respond to and manage calls and emails efficiently, addressing functional and technical questions.
• Diagnose BSM alarms and manage incident requests by adhering to standard operating procedures (SOPs).
• Follow up on application issues and collaborate with various support teams to seek solutions.
• Manage relationships with all stakeholders effectively and efficiently.
• Adhere to the defined escalation path for unresolved issues.
• Take necessary actions to expedite the resolution process.

Experience Required:

• 5 - 8 years of experience in second-line application support in a fast-paced IT environment.
• Strong knowledge in troubleshooting application issues and coordinating with cross-functional teams for resolution.
• Experience handling incident and alarm management tools and following ITIL or similar operational frameworks.
• Excellent communication and problem-solving skills with a strong customer support orientation.

Education: