Role & responsibilities

- Provide L1 support for business applications, ERP, POS, and retail applications.
- Monitor application performance and identify basic issues/errors.
- Receive, log, prioritize, and resolve incidents through the ticketing/ITSM system.
- Troubleshoot application, login, access, configuration, and transaction-related issues.
- Support users through phone, email, chat, or ticketing systems.
- Perform basic troubleshooting of SAP, Dynamix and other business applications.
- Monitor application interfaces, integrations, and scheduled jobs.
- Escalate unresolved issues to L2/L3 teams with proper troubleshooting details.
- Follow defined SLA, incident management, and escalation procedures.
- Maintain knowledge base, troubleshooting guides, and support documentation.
- Coordinate with infrastructure, database, network,



and application teams when required.
- Provide regular updates to users and stakeholders regarding incident status.

Required Skills:

- 13 years of experience in Application Support / IT Support / Service Desk.
- Good understanding of L1 application troubleshooting.
- Experience with ERP/POS/Retail applications is preferred.
- Basic knowledge of SAP, Dynamix, SQL/database concepts, APIs and integrations.
- Knowledge of ITIL / Incident Management / SLA will be an advantage.
- Good communication and problem-solving skills.
- Willingness to work in shifts, if required.

Preferred candidate profile

Perks and perks

📌 Assistant Manager (Bengaluru)
🏢 Royaloak Incorporation
📍 Bengaluru