Applications Support Specialist

ensono; Chennai District; Hybrid; INR 600,000 - 900,000; Full time

Job summary

ensono is seeking an Application Support Specialist to handle incidents, problems and user support for enterprise applications. You will monitor, troubleshoot and coordinate with development and infrastructure teams in a hybrid Chennai setting.

The role requires 2-5 years in application support, strong analytical and communication skills, and familiarity with ITIL practices. You will work in shifts in a fast-paced environment with opportunities to document and improve processes.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field.
• 2-5 years of experience in application support or a similar role.
• Strong problem-solving skills and attention to detail.
• Proficiency in Linux/Unix, Autosys, SQL, scripting and batch operations.
• Familiarity with ITIL processes and best practices.

Responsibilities

• Respond to and resolve application issues escalated from L1 support within SLAs.
• Analyze and diagnose problems, identify root causes and implement solutions.
• Document incidents, solutions, and workarounds in the knowledge base.
• Identify recurring issues and work with development teams to implement fixes.
• Conduct trend analysis to proactively address potential problems.
• Provide guidance and support to end-users on application functionalities.
• Conduct training sessions or create user documentation as needed.
• Monitor application performance and system health using monitoring tools.
• Perform routine maintenance tasks and apply patches or updates.
• Suggest and implement improvements to support processes and tools.

Skills

Linux/Unix

Autosys

SQL

Scripting

Batch operations

Databases

ITIL processes

Communication

Teamwork

Monitoring tools

Ticketing systems

Education

Bachelor's degree in Computer Science/Information Technology

Tools

Monitoring tools

Ticketing systems

ITIL framework

Job description

Key Responsibilities

Incident Management

• Respond to and resolve application issues escalated from L1 support within agreed SLAs.
• Analyze and diagnose problems, identifying root causes and implementing solutions.
• Document incidents, solutions, and workarounds in the knowledge base.

Problem Management

• Identify recurring issues and work with development teams to implement permanent fixes.
• Conduct trend analysis to proactively address potential problems.

User Support

• Provide guidance and support to end-users on application functionalities and best practices.
• Conduct training sessions or create user documentation as needed.

Collaboration

• Work closely with L1 support to ensure seamless escalation and resolution of issues.
• Collaborate with development and infrastructure teams to address complex issues.

Monitoring and Maintenance

• Monitor application performance and system health using monitoring tools.
• Perform routine maintenance tasks and apply patches or updates as required.

Continuous Improvement

• Suggest and implement improvements to support processes and tools.
• Participate in post-incident reviews and contribute to process enhancements.

Compliance and Security

• Ensure compliance with company policies and industry regulations.
• Assist in maintaining application security and data integrity.

Qualifications

• Bachelor's degree in computer science, Information Technology, or a related field.
• 2-5 years of experience in application support or a similar role.
• Strong problem-solving skills and attention to detail.
• Proficiency in Linux/Unix, Autosys, SQL, scripting, Batch operation and understanding of databases.
• Familiarity with ITIL processes and best practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with monitoring tools and ticketing systems is a plus.

Preferred Skills

• Experience in supporting specific applications relevant to the industry.
• Knowledge of cloud platforms and services.
• Certification in ITIL or related frameworks.

Working Conditions

• May require working in shifts, including evenings, weekends, and holidays.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• May required to work in person hybrid working model