Assistant Manager

Role & responsibilities

• Provide L1 support for business applications, ERP, POS, and retail applications.
• Monitor application performance and identify basic issues/errors.
• Receive, log, prioritize, and resolve incidents through the ticketing/ITSM system.
• Troubleshoot application, login, access, configuration, and transaction-related issues.
• Support users through phone, email, chat, or ticketing systems.
• Perform basic troubleshooting of SAP, Dynamix and other business applications.
• Monitor application interfaces, integrations, and scheduled jobs.
• Escalate unresolved issues to L2/L3 teams with proper troubleshooting details.
• Follow defined SLA, incident management, and escalation procedures.
• Maintain knowledge base, troubleshooting guides, and support documentation.
• Coordinate with infrastructure, database, network, and application teams when required.
• Provide regular updates to users and stakeholders regarding incident status.

Required Skills:

• 13 years of experience in Application Support / IT Support / Service Desk.
• Good understanding of L1 application troubleshooting.
• Experience with ERP/POS/Retail applications is preferred.
• Basic knowledge of SAP, Dynamix, SQL/database concepts, APIs and integrations.
• Knowledge of ITIL / Incident Management / SLA will be an advantage.
• Good communication and problem-solving skills.
• Willingness to work in shifts, if required.

Preferred candidate profile

Perks and benefits