Application Support Engineer

Ayatacommerce; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Benefits offered by this job

Collaborative environment

Growth into L2/L3 roles

Job summary

Ayatacommerce in Gurugram is looking for a proactive L1 Application Support Engineer to support business-critical applications such as POS, OMS, and ERP systems. This role involves handling Level 1 incidents, performing troubleshooting, and ensuring efficient resolution or escalation.

The ideal candidate will possess strong analytical and communication skills, with some experience in IT support and familiarity with ticketing tools. Join us to work on critical retail systems and develop your career in a collaborative environment.

Qualifications

• Basic to intermediate understanding of databases, system integrations, and web applications.
• Familiarity with POS, OMS, and ERP systems.
• Experience with incident management tools.

Responsibilities

• Provide Level 1 support for POS, OMS, ERP, and related business applications.
• Monitor application alerts, logs, and incident queues.
• Perform initial diagnosis, troubleshooting, and resolution of incidents.

Skills

SQL queries

Troubleshooting

System integrations

Web applications knowledge

Communication skills

Analytical skills

Tools

ServiceNow

Jira

Database query tools

Job description

We are looking for a proactive and detail-oriented L1 Application Support Engineer to manage and support business-critical applications including POS (Point of Sale), OMS (Order Management System), and ERP systems.

The role involves handling Level 1 incidents, performing initial troubleshooting, ensuring timely resolution or escalation, and coordinating with internal and external Level 2 teams.

Key Responsibilities

• Provide Level 1 support for POS, OMS, ERP, and related business applications
• Monitor application alerts, logs, and incident queues to ensure system availability
• Perform initial diagnosis, troubleshooting, and resolution of incidents within defined SLAs
• Log, track, and manage incidents through ticketing systems
• Escalate complex issues to L2/internal teams or external vendors with proper analysis and documentation
• Coordinate with cross-functional teams to ensure quick resolution of issues
• Validate data and troubleshoot issues related to integrations between systems (POS OMS ERP)
• Perform basic database queries for troubleshooting (read/update where applicable)
• Support daily operational activities, including monitoring batch jobs, data sync, and interfaces
• Communicate effectively with business users on issue status, resolution timelines, and workarounds
• Maintain documentation for common issues, SOPs, and knowledge base articles

Required Skills & Qualifications

Technical Skills

• Basic to intermediate understanding of:
  • Databases (SQL queries, data validation, troubleshooting)
  • System integrations (APIs, file-based, middleware)
  • Web applications (basic understanding of frontend/backend flow, logs)
• Familiarity with:
  • POS, OMS, or ERP systems (any platform experience is acceptable)
  • Ticketing tools like ServiceNow, Jira, or similar
  • Log analysis and monitoring tools

Core Competencies

• Strong analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Ability to triage issues effectively and prioritize based on business impact
• Good coordination skills to work with internal teams and external vendors
• Customer-focused mindset with a sense of ownership

Preferred Qualifications

• Experience in retail domain or supporting retail applications
• Exposure to integration troubleshooting and data reconciliation
• Basic understanding of cloud environments or SaaS applications

Key Performance Indicators (KPIs)

• Incident response and resolution time (SLA adherence)
• First-level resolution rate
• Quality of incident documentation and escalation
• User satisfaction and communication effectiveness

Why Join Us

• Opportunity to work on critical retail systems (POS, OMS, ERP)
• Exposure to global IT operations and integrations ecosystem
• Collaborative environment with growth into L2/L3 roles