The Application/Technical Support Specialist

Note : Candidate from Mumbai location only can apply

• Ready to travel andheri
• Ready to work 24/7 shift
• looking immediate -15 days

Job Summary:

The Application/Technical Support Specialist plays a critical role in providing support for business-critical software applications. This position is responsible for troubleshooting issues, performing system monitoring, resolving incidents, and ensuring that applications run smoothly and efficiently. The role is essential to maintaining optimal application performance, ensuring user satisfaction, and acting as a liaison between IT and business teams to address technical challenges and requirements.

Key Responsibilities:

v Provide 24/7 monitoring of enterprise applications and systems to detect and resolve outages or errors in real-time.

v Analyse support processes and implement best practices to improve efficiency, reduce response times, and enhance overall support quality.

v Monitor application performance to ensure systems are running efficiently and securely.

v Serve as a technical point of contact for application support, ensuring timely resolution of incidents and minimizing downtime.

v Manage incident tickets using a ticket-tracking system (Jira/Confluence/Slack) to monitor and track progress of IT support requests.

v Lead Root Cause Analysis (RCA) efforts to identify, analyze, and resolve issues, ensuring long-term solutions and system reliability.

v Provide solutions to a variety of application issues, ensuring that both functional and technical problems are addressed.

v Build strong relationships with both internal technical teams and external customers, ensuring excellent service and customer satisfaction.

v Leverage your knowledge of VoIP and networking (TCP/IP) protocols to troubleshoot issues related to communication systems and network performance.

v Assist in testing new technologies and providing feedback to enhance existing systems and applications.

v Manage multiple issues simultaneously while maintaining focus on resolution efficiency and quality of service.

v Familiarity with Slack, Jira, and Confluence for communication and collaboration.

v Coordinate and follow up with vendors across the globe to ensure timely delivery of services and resolution of outstanding issues.

v Managing technology vendors and service providers to ensure that the organization's technological needs are met.

v They must ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.

v Continuously identify areas for improvement in the team's technical skills and customer service abilities. Lead training initiative to keep the team updated on new technologies and best practices.

Key Skills:

v Experience supporting enterprise-level applications.

v Experience in cloud-based environments. (AWS)

v Knowledge of basic scripting languages (Python, PowerShell, JSON)

v Knowledge of web services, APIs, and basic programming concepts.

v Familiarity with application monitoring tools and ticketing systems.

v Understanding of Automatic Call Distribution (ACD) systems and experience with setting up and managing call center environments.

v Strong knowledge of VoIP, MPLS, and PRI services, with the ability to resolve issues related to communication systems and network performance.

Required Skills and Qualifications:

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience:

v 2-3 years of experience in application support or a similar technical support role.

v Strong knowledge of application architecture and networking concepts.