to ensure the efficient performance and availability of critical IT applications within the organization. The role involves providing end-to-end support for software systems such as Learning Management Systems (LMS), Student Information Systems (SIS), and other SaaS-based platforms. The ideal candidate is a multitasker with a strong technical foundation, excellent communication skills, and a commitment to service excellence.
Key Responsibilities:1. Application Support
Provide technical support for various applications including LMS, SIS, and other cloud-based platforms.
Troubleshoot issues to minimize user disruption and ensure system uptime.
Monitor application health and performance; apply updates and patches as needed.
2. Incident & Service Request Management
Manage and resolve application-related incidents following ITIL best practices.
Track and document issues and resolutions; maintain communication with stakeholders.
Handle and prioritize service requests to ensure prompt resolution.
3. Change & Configuration Management
Implement and track changes in applications to reduce service impact.
Ensure compliance with change management policies and proper documentation.
4. Customer & Stakeholder Support
Deliver exceptional support and service to end users.
Build and maintain productive relationships with internal and external stakeholders.
Understand user requirements and ensure satisfactory outcomes.
5. System Monitoring & Security
Monitor system performance including CPU, memory, disk usage, and backup operations.
Review access logs and apply necessary security updates and patches.
Maintain compliance with organizational security standards.
6. Partner & Vendor Coordination
Liaise with third-party service providers and vendors to ensure effective service delivery.
Follow up on project timelines, SLAs, and issue resolutions.
7. Project Management & Reporting
Manage IT-related projects through all phases, from planning to execution.
Prepare detailed reports, dashboards, and progress charters for management.
Track KPIs and ensure timely delivery of IT initiatives.
Qualifications:
Minimum Requirements:
Bachelor's degree in IT, Computer Science, or related field.
2-3 years of experience in application support or IT operations.
Familiarity with SaaS platforms such as LMS, SIS, and CRM systems.
Preferred Qualifications:
Experience within the education or academic sector.
Basic knowledge of application development or integration.
Skills & Competencies:
Strong problem-solving and analytical skills.
Knowledge of ITIL practices (incident, change, and service request management).
Excellent communication and interpersonal skills.
Ability to manage multiple priorities and work in a fast-paced environment.
Strong organizational and time management capabilities.
Proactive, innovative, and able to think outside the box.
Experience managing vendor/partner relationships.
Working Hours:
Monday to Saturday, 9:00 AM to 6:00 PM
Job Title:
Application Support Specialist - IT
Department:
IT / Digital Applications
Location:
Mumbai, Thane District, Maharashtra
Reports To:
Senior Manager - IT
Employment Type:
Full-Time
Job Summary:
We are seeking a proactive and solution-oriented
Application Support Specialist
to ensure the efficient performance and availability of critical IT applications within the organization. The role involves providing end-to-end support for software systems such as Learning Management Systems (LMS), Student Information Systems (SIS), and other SaaS-based platforms. The ideal candidate is a multitasker with a strong technical foundation, excellent communication skills, and a commitment to service excellence.
Key Responsibilities:1. Application Support
Provide technical support for various applications including LMS, SIS, and other cloud-based platforms.
Troubleshoot issues to minimize user disruption and ensure system uptime.
Monitor application health and performance; apply updates and patches as needed.
2. Incident & Service Request Management
Manage and resolve application-related incidents following ITIL best practices.
Track and document issues and resolutions; maintain communication with stakeholders.
Handle and prioritize service requests to ensure prompt resolution.
3. Change & Configuration Management
Implement and track changes in applications to reduce service impact.
Ensure compliance with change management policies and proper documentation.
4. Customer & Stakeholder Support
Deliver exceptional support and service to end users.
Build and maintain productive relationships with internal and external stakeholders.
Understand user requirements and ensure satisfactory outcomes.
5. System Monitoring & Security
Monitor system performance including CPU, memory, disk usage, and backup operations.
Review access logs and apply necessary security updates and patches.
Maintain compliance with organizational security standards.
6. Partner & Vendor Coordination
Liaise with third-party service providers and vendors to ensure effective service delivery.
Follow up on project timelines, SLAs, and issue resolutions.
7. Project Management & Reporting
Manage IT-related projects through all phases, from planning to execution.
Prepare detailed reports, dashboards, and progress charters for management.
Track KPIs and ensure timely delivery of IT initiatives.
Qualifications:
Minimum Requirements:
Bachelor's degree in IT, Computer Science, or related field.
2-3 years of experience in application support or IT operations.
Familiarity with SaaS platforms such as LMS, SIS, and CRM systems.
Preferred Qualifications:
Experience within the education or academic sector.
Basic knowledge of application development or integration.
Skills & Competencies:
Strong problem-solving and analytical skills.
Knowledge of ITIL practices (incident, change, and service request management).
Excellent communication and interpersonal skills.
Ability to manage multiple priorities and work in a fast-paced environment.
Strong organizational and time management capabilities.
Proactive, innovative, and able to think outside the box.
Experience managing vendor/partner relationships.
Working Hours:
Monday to Saturday, 9:00 AM to 6:00 PM
Job Type: Full-time
Shift:
Day shift
Work Location: In person
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