The Software Application Support is responsible for supporting end users by troubleshooting system issues, coordinating with internal technical teams, and ensuring incidents are resolved within the agreed Service Level Agreement (SLA). This role also supports operational tracking, maintenance coordination, and project-related activities by working closely with Development Leads, Project Managers, and cross-functional teams to ensure smooth system operations and customer satisfaction.
Key Responsibilities:
- Receive and manage support requests, incidents, and inquiries from end users through email, phone, ticketing systems, or other communication channels
- Investigate, troubleshoot, and identify root causes of application or system issues, including collecting logs, screenshots, and relevant supporting information for further analysis
- Coordinate and follow up with Developer and related teams to ensure issues are resolved within the agreed SLA timeline
- Escalate unresolved or critical incidents to the appropriate teams and monitor progress until closure
- Track, monitor, and summarize Man-Day (MD) utilization and remaining allocation for projects or support activities
- Prepare incident reports, issue summaries, operational reports, and presentation materials for internal stakeholders and management review
- Work closely with Development Leads and Project Managers to support project operations, issue tracking, deployment coordination, and maintenance activities
- Verify system functionality after deployment, bug fixes, or maintenance activities to ensure systems are operating correctly
- Maintain and update support documentation, user guides, FAQs, troubleshooting guidelines, and operational procedures
- Ensure compliance with company policies, security guidelines, and operational procedures during support activities
- Support ad-hoc operational tasks and other assignments related to application support and project coordination
Qualifications
- Minimum 1–3 years of experience in Application Support, Helpdesk Support, IT Support, or related roles
- Experience using ITSM / Issue Tracking Tools such as Jira, Odoo, Request Tracker (RT), or related systems
- Proficient in Microsoft Office applications, especially Microsoft Excel, Word, and PowerPoint for reporting, documentation, and presentation purposes
- Strong troubleshooting, analytical, and problem-solving skills
- Good coordination and communication skills with both technical and non-technical stakeholders
- Ability to manage multiple tasks and work effectively under pressure in a fast-paced environment
- Basic understanding of software development lifecycle, databases, APIs, or middleware is an advantage
- Ability to work flexible hours, shifts, weekends, or holidays when required
- Service-minded attitude with strong ownership and responsibility
- Willingness to learn new technologies and continuously improve technical knowledge