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

1. 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 robust 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.

Follow the “four-eye principle” to guarantee 100% quality in resolutions.

Qualifications

Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical aptitude are also considered. Basic or end-to-end knowledge of the shipping lifecycle.

Familiarity with EDI and SQL.

Excellent analytical and problem-solving skills.

Effective communication and interpersonal abilities.

Familiarity with ITIL or other IT Service Management frameworks is a plus.

Certifications related to specific applications or platforms are beneficial.

📌 Senior Application Support Specialist (Chennai)
🏢 Hapag Lloyd
📍 Chennai