Application Support Specialist

Hapag-Lloyd; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

A global logistics company in Chennai is looking for an Application Support Specialist to deliver Level 2 support for SaaS applications. This role involves issue resolution, root cause analysis, and collaboration with internal and external stakeholders. Candidates should have 2–7 years of experience, familiarity with EDI and SQL, and strong analytical skills. The position requires a stakeholder-focused mindset and the ability to work in a fast-paced environment. Immediate joining is preferred, with a willingness to work in shifts.

Qualifications

• 2–7 years of experience in application support, Level 2 roles.
• Basic or end-to-end knowledge of the shipping lifecycle.
• Familiarity with ITIL or IT Service Management frameworks is a plus.

Responsibilities

• Provide Level 2 support for SaaS applications, including incident response.
• Collaborate with developers and stakeholders for issue resolution.
• Document troubleshooting steps and contribute to the knowledge base.

Skills

Application support

Analytical skills

Problem-solving

Communication

Interpersonal abilities

Tools

EDI

SQL

Job description

As an Application Support Specialist – Shipping, you will play a critical role in enabling SaaS applications for the organization. The role focuses on Level 2 support, issue resolution, root cause analysis, onboarding, and collaboration with internal and external stakeholders to ensure operational continuity and application stability.

Responsibilities

KEY RESPONSIBILITIES & TASKS

• Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis. Respond promptly to SaaS‐related incidents and service requests, minimizing business disruption. Escalate complex issues to Level 3 support or development teams as needed and track until resolution. Communicate effectively with external partners, stakeholders, and SaaS providers.
• Maintain a strong understanding of the organization’s application portfolio, including configurations, integrations, and dependencies at a basic to intermediate level. Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.
• Analyze reported issues to identify trends and recurring problems. Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.
• Work closely with cross‑functional teams, including developers, DBAs, infrastructure, and escalation management teams. Communicate with end‑users to gather information, provide updates, and guide on best practices.
• Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions. Contribute to the organization’s knowledge base to empower Level 1 support and end‑users.
• Ensure solutions are based on validated knowledge documentation and not assumptions. Follow the “four-eye principle” to guarantee 100% quality in resolutions.

Qualifications

WORK EXPERIENCE

• Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical aptitude are also considered.
• Basic or end‑to‑end knowledge of the shipping lifecycle.
• Familiarity with EDI and SQL.
• Excellent analytical and problem‑solving skills.
• Effective communication and interpersonal abilities.
• Familiarity with ITIL or other IT Service Management frameworks is a plus.
• Certifications related to specific applications or platforms are beneficial.

PERSONAL ATTRIBUTES

• Stakeholder‑focused mindset with a commitment to delivering exceptional service.
• Ability to work under pressure and prioritize tasks in a fast‑paced environment.
• Strong teamwork and collaboration skills.
• Continuous learner, keeping up‑to‑date with technology trends and best practices.
• Attention to detail and passion for resolving complex technical challenges.

ADDITIONAL NOTES

• Preferably immediate joining or a maximum notice period of 60 working days.
• Willingness to work in 24/7 shifts, including night shifts.
• Ready to relocate within 15km radius staying far from the office location.