Assistant Manager

Royaloak Incorporation; Bengaluru; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

Royaloak Incorporation is seeking an experienced L1 Application Support professional in Bengaluru. The role focuses on providing L1 support for business applications including ERP, POS, and retail systems, monitoring performance, and handling incidents via the ITSM system.

Responsibilities include basic troubleshooting, coordinating with L2/L3 teams, and adhering to SLA processes. Strong communication and problem-solving skills are essential, with willingness to work shifts if required.

Formación

• 13 years of experience in Application Support / IT Support / Service Desk.
• Good understanding of L1 application troubleshooting.
• Experience with ERP/POS/Retail applications is preferred.
• Basic knowledge of SAP, Dynamix, SQL/database concepts, APIs and integrations
• Knowledge of ITIL / Incident Management / SLA will be an advantage.
• Good communication and problem-solving skills.
• Willingness to work in shifts, if required.

Responsabilidades

• Provide L1 support for business applications, ERP, POS, and retail applications.
• Monitor application performance and identify basic issues/errors.
• Receive, log, prioritize, and resolve incidents through the ticketing/ITSM system.
• Troubleshoot application, login, access, configuration, and transaction-related issues.
• Support users through phone, email, chat, or ticketing systems.
• Perform basic troubleshooting of SAP, Dynamix and other business applications.
• Monitor application interfaces, integrations, and scheduled jobs.
• Escalate unresolved issues to L2/L3 teams with proper troubleshooting details.
• Follow defined SLA, incident management, and escalation procedures.
• Maintain knowledge base, troubleshooting guides, and support documentation.
• Coordinate with infrastructure, database, network, and application teams when required.
• Provide regular updates to users and stakeholders regarding incident status.

Conocimientos

L1 support

ERP/POS/Retail apps

ITIL knowledge

SQL basics

APIs & integrations

Communication skills

Herramientas

SAP

Dynamix

SQL

APIs

Descripción del empleo

Role & responsibilities

• Provide L1 support for business applications, ERP, POS, and retail applications.
• Monitor application performance and identify basic issues/errors.
• Receive, log, prioritize, and resolve incidents through the ticketing/ITSM system.
• Troubleshoot application, login, access, configuration, and transaction-related issues.
• Support users through phone, email, chat, or ticketing systems.
• Perform basic troubleshooting of SAP, Dynamix and other business applications.
• Monitor application interfaces, integrations, and scheduled jobs.
• Escalate unresolved issues to L2/L3 teams with proper troubleshooting details.
• Follow defined SLA, incident management, and escalation procedures.
• Maintain knowledge base, troubleshooting guides, and support documentation.
• Coordinate with infrastructure, database, network, and application teams when required.
• Provide regular updates to users and stakeholders regarding incident status.

Required Skills:

• 13 years of experience in Application Support / IT Support / Service Desk.
• Good understanding of L1 application troubleshooting.
• Experience with ERP/POS/Retail applications is preferred.
• Basic knowledge of SAP, Dynamix, SQL/database concepts, APIs and integrations.
• Knowledge of ITIL / Incident Management / SLA will be an advantage.
• Good communication and problem-solving skills.
• Willingness to work in shifts, if required.

Preferred candidate profile

Perks and benefits