Senior Executive - Android Application/Mobile App Support

Role & responsibilities

• Own and resolve L2 support tickets end to end, escalating to development teams with complete diagnostic details when a fix is beyond L2 scope
• Diagnose application issues across network calls, APIs, app performance, and device / OS behavior
• Support application deployments builds, patches, and upgrades across development, staging, and production environments
• Track, document, and report deployment status, open issues, and resolutions to stakeholders
• Work closely with QA and development teams during releases, regression cycles, and production rollouts
• Maintain deployment runbooks and troubleshooting documentation, keeping them current after every release
• Deliver basic application training, handholding, and refresher sessions for field users as required
• Meet agreed SLAs for first response, resolution, and service restoration times
• Contribute to root cause analysis and continuous improvement of support processes, tooling, and the knowledge base
• Drive all technical and functional issues through to closure, retaining ownership until the requester confirms resolution
• Act as the second line of support for all issues escalated by the L1 team, including triage, prioritization, and reassignment
• Carry out diagnostics / recce activities, deployments, and application training and handholding for health staff at facilities.
• Perform diagnosis, investigation, and resolution in coordination with business users, application owners, and infrastructure support teams
• Assist with ongoing support of internal applications and the supporting infrastructure
• Perform package installations and upgrades across environments, deploy patches in multiple environments, and track each deployment to completion.
• Handle support cases and service requests received via the ticketing tool, e-mail, telephone, and in person
• Ensure client systems remain fully operational and that any loss of service is restored in a timely and efficient manner
• Provide a high level of service to stakeholders and adhere to the defined SLAs for response and restoration times
• Perform problem determination, workaround identification, root cause analysis, and major incident management
• Deploy service releases, patches, change requests, and customizations as per the approved release plan
• Ensure solution and application support documentation is maintained to the highest standard of quality and accuracy
• Perform basic SQL Server administration for supported applications SQL backups, schedulers, and service monitoring
• Provide regular knowledge-sharing and training sessions to the support team, including L1 upskilling
• Apply strong analytical and problem-solving skills to recurring, complex, and high-priority issues

Remain flexible on working hours – responsibilities may require occasional evening, weekend, and on-call support during releases or critical incidents

Preferred candidate profile

Must Have:

• Strong understanding of Android applications, APIs, and network calls (REST/JSON)
• Ability to analyze logs, crashes, and errors to identify root causes
• Experience in handling L2 support tickets and escalating to dev teams as needed
• Basic knowledge of deployment workflows (builds, patches, releases)
• Good communication skills for coordination with internal teams, vendors, and clients
• Ability to work independently and within a team

Good to Have:

• Experience with tools like Postman, Android Studio logs, Firebase Crashlytics
• Familiarity with CI/CD pipelines for mobile app releases
• Understanding of SQL basics for troubleshooting backend data issues
• Knowledge of healthcare or health-tech systems (preferred but not mandatory)

Optional:

• Familiarity with Agile methodology and tools like JIRA.

Experience with API testing, databases, SQL, data analysis, or programming languages.