Job Description

Application Support Analyst

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Job ID:

App-ETP-Pun-1173

Location:

Pune


We are seeking an experienced and dedicated

Application Support Executive

to support operations for a

Logistic Domain SaaS (Software as a Service) solution for our US-based client.


You will be responsible for providing functional support to internal teams and external clients, troubleshooting issues, and resolving application-related problems in a timely manner.



Location: Pune



Responsibilities:

Conduct initial issue analysis, reproduce problems in a controlled environment, and examine error logs to identify root causes. Offer functional assistance to end-users, resolving software-related issues, addressing inquiries, and troubleshooting problems. Monitor and uphold the performance, reliability, and availability of applications. Collaborate with cross-functional teams to detect and resolve software defects and system errors. Perform thorough testing and quality assurance of software applications. Create documentation for support procedures, system configurations, and issue resolutions (knowledge base) for future reference. Provide training to end-users on proper application usage and offer ongoing support and guidance. Assist with application deployment and provide support during the post-deployment phase. Continuously assess support processes and procedures (SOP), identifying areas for improvement, and implementing best practices to enhance support operations' efficiency and effectiveness. Ensure compliance with Service Level Agreements (SLAs) by monitoring response and resolution times, tracking performance metrics, and implementing corrective measures as needed. Resolve application-related incidents by troubleshooting, conducting root cause analysis, and escalating when necessary, minimizing downtime and disruptions to client operations. Identify opportunities to improve processes within the application support function. Proactively propose and implement enhancements to streamline support processes, increase efficiency, and enhance customer satisfaction.


Requirements:

3-5 years of Experience Ready to work in

247 shifts on rotation

Ready to work from the office*
Bachelor's degree in a relevant field or equivalent experience. Proven experience in application support, preferably in a SaaS environment. Experience in the

logisticsdomain (preferable) with international client support. Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management. Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously. Experience in incident management, problem-solving, and root cause analysis. Proficiency in using support management tools and reporting systems. Flexibility to work in shifts and provide after-hours support when required. * Familiarity with ITIL framework and its application in support operations is a plus.