As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability.
Responsibilities
SaaS Support
- Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.
- Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.
- Escalate complex issues to Level 3 support or development teams as needed and track until resolution.
- Communicate effectively with external partners, stakeholders, and SaaS providers.
Technical Expertise
- Maintain a solid understanding of the organization's application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level.
- Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.
Problem Identification and Resolution
- Analyze reported issues to identify trends and recurring problems.
- Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.
Communication and Collaboration
- Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation management teams.
- Communicate with end-users to gather information, provide updates, and guide on best practices.
Documentation and Knowledge Sharing
- Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.
- Contribute to the organization's knowledge base to empower Level 1 support and end-users.
Quality Assurance
- Ensure solutions are based on validated knowledge documentation and not assumptions.
Qualifications
- Proven experience (2–7 years) in application support, including Level 2 roles.
- Basic or
📌 Application Support Specialist (Chennai)
🏢 Hapag Lloyd
📍 Chennai
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.