Application Support Executive

16 hours ago

Oragadam Chennai Tamil Nadu, India Mindcom Full time

**Application Support
- Service Desk Support**:
End User Services - Support Desk

Skill Level L1 & L2

Service Desk - L1 (2+ Years)

Service Desk - L2 (4+ Years)

Service Desk -Team Lead (5+ Years)

**L1/L2 Responsibilities**:

- **SOP Management**: Follow, review annually, and update SOPs by reporting deviations to the assigned focal.
- **B2B/B2C L1 Support**: Resolve and escalate tickets within SLA, ensuring proper follow-ups.
- **Vector Flow Monitoring**: Oversee data exchanges between SAP, DMS, and Vector servers; manage master file uploads during designated hours.
- **Escalation Handling**: Respond to and manage Level 3 and Level 4 escalations via Google Spaces and resolver groups.
- **Reporting**: Publish daily, weekly, and monthly performance reports for B2B, B2C, and SAP operations.
- **FAQ Updates**: Regularly maintain and update FAQs to keep information current.
- **Social Media Monitoring**: Track client social media reviews, create tickets, and take follow-up actions.
- **User Onboarding**: Handle onboarding of new users on ITSM tools and Document Management Systems.
- **Process Improvement**: Collaborate with teams to enhance processes and improve service quality.

**Lead Responsibilities**:
**-**Have good understanding of Infra and App Support processes*

**-**Scheduling and Leave management*

**-**Identifying opportunities of improvement and take appropriate action*

**-**Daily / Weekly / Monthly reports to be maintained/managed*

**-**Ticket queue management*

**-**Open ticket tracking to closure (all App and Infra ticket)*

**-**Escalation Management*

**-**Maintaining / Creating SOPs wherever required*

**-**Backlog management*

**-**Perform daily huddles*

**-**Manage shift handover*

**-**Process updates to be shared with team*

**-**Team performance management*

**-**Prepare monthly client review deck*

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹35,000.00 per month

Shift:

- Day shift
- Evening shift
- Morning shift
- Rotational shift

Work Days:

- Weekend availability

**Location**:

- Oragadam, Chennai, Tamil Nadu (required)

Work Location: In person

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