Job Description

Application Support

We are seeking a proactive and detail-oriented IT Application Support Executive to provide L1 and L2 support for business applications, manage incidents, and handle a variety of operational tasks including workflow data processing, vulnerability tracking, and user communication initiatives. This role involves close collaboration with internal teams, timely resolution of user issues, and maintaining high customer satisfaction.



Task-Level Responsibilities for L1 IT Application Support Executive

1. User Support and Incident Handling

Respond to user queries related to application issues via ticketing system, email, or phone.

Log and categorize incidents and service requests in the helpdesk/ticketing tool.

Provide first-level troubleshooting (e.g., login issues, application slowness, basic errors).

Escalate unresolved or complex issues to L2/L3 support teams with detailed documentation.

Monitor ticket queues and ensure SLAs (Service Level Agreements) are met.

2. Monitoring and Alerting

Monitor application dashboards and alerting tools for errors or performance degradation.

Acknowledge alerts and perform initial investigation based on standard operating procedures (SOPs).

Notify relevant stakeholders of critical incidents or outages.

3. Routine Checks & Reporting

Perform scheduled health checks on key business applications.

Generate and share daily/weekly status or incident reports with team leads or managers.

Maintain logs of recurring issues for trend analysis and root cause identification.

Access Management

Process basic user access requests (e.g., password resets, user creation, role assignment) as per defined protocols.

Verify access requests comply with company security policies before actioning.

5. Knowledge Base and Documentation

Follow predefined troubleshooting scripts and knowledge articles.

Update documentation for newly discovered issues or solutions under guidance from senior support staff.

Provide feedback on outdated or inaccurate knowledge base content.

6. Communication and Coordination

Communicate status updates to users regarding their incidents or requests.

Coordinate with other IT teams (infra, network, database) to ensure issues are tracked and resolved effectively.

Participate in shift handovers, providing clear updates on pending and ongoing issues.

7. Compliance & Best Practices

Adhere to ITIL practices for incident, problem, and change management.

Ensure security and data handling policies are followed while dealing with sensitive application data.

Participate in mandatory compliance training sessions or audits as required.

- Requirement:

Data management: Provide day-to-day support for collating data, including troubleshooting, diagnosing, and resolving technical issues, in excel and developing an automation process to form a dataset.

Troubleshooting and Problem Solving: Diagnosing and resolving technical issues related to software and hardware.


Application Management: Prepare and document the approach paper and complying cyber security approvals for new projects and dashboards.

Application Maintenance: Ensuring the smooth functioning of applications and systems.


Documentation: Maintaining and updating technical documentation related to application.

Process Improvement: Identifying and implementing process improvements to enhance application support efficiency.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.