Application Support Specialist

Job Summary

Providing support services to customers related to an application/ set of applications covering a range of responsibilities focusing on repetitive activities, following instructions and incident resolution. Role is eligible to grow through project driven work as well as market and product expertise that needs to be built up to meet the number and variety of customer portfolios.

Job Accountabilities - Key Accountabilities

• Performs and oversees standardized operational tasks to ensure that the service levels and performance are met. Acts where necessary to address or escalate performance or operational issues.
• Reports service performance to line management and provides feedback on execution of standardized operational tasks to business.
• Ensures compliance with IT service management governance, standards and polices.
• Generates input for service level performance reports, generating improvement actions where necessary.
• Supports the end-user satisfaction process and service improvement programs.
• Manages incident escalations and complaints, working with the Business Unit to resolve individual service issues.
• Supports business in disaster recovery testing.
• Defines new tasks and processes.
• Leads transition from change projects into operational support.
• Transfers customer feedback into process improvements and optimization.

Job Qualifications

• Bachelor's degree (or equivalent) in Information Technology and 2 or more years of experience in related field.
• Must be aware of any Incident Management tools used in industry like Remedy, Service Now, Jira.
• Must possess Universe basic skills – be able to enquire, edit and familiar with TCL commands.
• Must possess Microsoft SQL server 2008 and above - or any such equivalent databases like DB2, Sybase
• Must have basic IT architecture knowledge and be familiar with SDLC cycle
• Must have good problem-solving skills 
• Good to know IIS setup, configuration management, setting applications on latest available frameworks.
• Good to have Unix skills
• Good to have ITIL skills and preferably certifications on ITIL foundation.