• Advanced Technical Support: Provide expert-level supportto diagnose and resolve complex application issues,ensuring minimal disruption to business operations.

• Incident Management: Lead and manage the resolution ofhigh-impact incidents, coordinating with various teams torestore service as quickly as possible.

• Mentorship and Training: Guide and mentor junior support staff, fostering a collaborative and knowledge-sharing environment to build team capabilities.

• Process Improvement: Identify, develop, and implement best practices and processes to enhance the efficiency and effectiveness of the application support function.

• Collaboration: Work closely with development, operations, and other relevant teams to ensure the stability and performance of applications, and to implement enhancements and upgrades.

• Documentation and Reporting: Maintain comprehensive documentation of support activities and prepare detailed reports on incidents, resolutions, and application performance.

• Strategic Contributions: Participate in strategic planning and provide insights and recommendations for improving application support services and aligning them with business goals.

• Follow the security guidelines and working procedures

• Minimum 3 years’ in application helpdesk support

• Experienced in multiple issue tracking tools

• Strong analytical and Problem-Solving skills.

• Ability to prioritize and complete multiple tasks in a fast-paced, technical environment

• Having programming background and preliminary middleware knowledge

• Ability to working in shift and on holidays

• Ability to Troubleshoot and Diagnose problems

• Ability to Communicate Effectively to help users fix their issues and feel satisfied with the experience, Writing and Editing Skills to create incident reports

• Ability to do system operating following the troubleshooting guideline

• Being flexible and open to regular changes

• Desire to continue learning and improving