Summary of This Role

Mandatory Skills

Technical Skills

• 0-2 years of experience in application support.
• Basic understanding of Windows Operating Systems.
• Working knowledge of SQL for querying and data validation.
• Understanding of web-based applications and .NET application architecture.
• Basic knowledge of IIS and application troubleshooting.
• Understanding of networking fundamentals (DNS, ports, connectivity, HTTP/HTTPS).
• Familiarity with cloud environments and hosted applications.
• Knowledge of incident management and service request processes.
• Basic understanding of monitoring and alerting concepts.

Soft Skills

• Strong verbal and written communication skills.
• Good analytical and troubleshooting abilities.
• Ability to work effectively with business users and technical teams.
• Willingness to participate in bridge calls and incident resolution activities.
• Strong ownership and accountability for assigned tasks.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a positive learning attitude.

Process Knowledge

• Basic understanding of ITIL/ITSM processes.
• Experience handling incidents, service requests, and user issues.
• Ability to document findings, resolutions, and operational procedures.

Good to Have Skills

Technical Skills

• Knowledge of PowerShell or Python scripting.
• Exposure to cloud platforms (Azure, AWS, etc.).
• Knowledge of application monitoring and observability tools.
• Understanding of Site Reliability Engineering (SRE) concepts.
• Familiarity with automation tools and process improvement initiatives.
• Exposure to performance monitoring and log analysis tools.

Process & Operational Skills

• Understanding of operational metrics such as SLA, MTTD, and MTTR.
• Knowledge of reporting and audit processes.
• Experience creating knowledge articles and support documentation.

Key Responsibilities

• Provide Level 1/Level 2 support for business applications.
• Investigate and troubleshoot application, database, and system issues.
• Participate in incident bridge calls and assist in service restoration.
• Handle user incidents, service requests, and operational queries.
• Collaborate with development, infrastructure, database, and other support teams.
• Monitor application health and respond to alerts.
• Document resolutions, troubleshooting steps, and operational procedures.
• Escalate issues appropriately and provide timely updates to stakeholders.
• Identify opportunities for process improvements and automation.
• Continuously learn application functionality and supporting technologies.