Application Support

Application Support
We are seeking a proactive and detail-oriented IT Application Support Executive to provide L1 and L2 support for business applications, manage incidents, and handle a variety of operational tasks including workflow data processing, vulnerability tracking, and user communication initiatives. This role involves close collaboration with internal teams, timely resolution of user issues, and maintaining high customer satisfaction. Task-Level Responsibilities for L1 IT Application Support Executive 1. User Support and Incident Handling Respond to user queries related to application issues via ticketing system, email, or phone. Log and categorize incidents and service requests in the helpdesk/ticketing tool. Provide first-level troubleshooting (e.g., login issues, application slowness, basic errors). Escalate unresolved or complex issues to L2/L3 support teams with detailed documentation. Monitor ticket queues and ensure SLAs (Service Level Agreements) are met. 2. Monitoring and Alerting Monitor application dashboards and alerting tools for errors or performance degradation. Acknowledge alerts and perform initial investigation based on standard operating procedures (SOPs). Notify relevant stakeholders of critical incidents or outages. 3. Routine Checks & Reporting Perform scheduled health checks on key business applications. Generate and share daily/weekly status or incident reports with team leads or managers. Maintain logs of recurring issues for trend analysis and root cause identification. Access Management Process basic user access requests (e.g., password resets, user creation, role assignment) as per defined protocols. Verify access requests comply with company security policies before actioning. 5. Knowledge Base and Documentation Follow predefined troubleshooting scripts and knowledge articles. Update documentation for newly discovered issues or solutions under guidance from senior support staff. Provide feedback on outdated or inaccurate knowledge base content. 6. Communication and Coordination Communicate status updates to users regarding their incidents or requests. Coordinate with other IT teams (infra, network, database) to ensure issues are tracked and resolved effectively. Participate in shift handovers, providing clear updates on pending and ongoing issues. 7. Compliance & Best Practices Adhere to ITIL practices for incident, problem, and change management. Ensure security and data handling policies are followed while dealing with sensitive application data. Participate in mandatory compliance training sessions or audits as required. Job Description - Requirement: Data management: Provide day-to-day support for collating data, including troubleshooting, diagnosing, and resolving technical issues, in excel and developing an automation process to form a dataset. Troubleshooting and Problem Solving: Diagnosing and resolving technical issues related to software and hardware. Application Management: Prepare and document the approach paper and complying cyber security approvals for new projects and dashboards. Application Maintenance: Ensuring the smooth functioning of applications and systems. Documentation: Maintaining and updating technical documentation related to application. Process Improvement: Identifying and implementing process improvements to enhance application support efficiency.