L3 Application Support Specialist

ISS A/S; Chennai District; On-site; INR 2,000,000 - 2,800,000; Full time

Job summary

ISS A/S in India is seeking an experienced L3 support specialist to provide advanced assistance for the IBM TRIRIGA platform within a cross-functional team. You will own complex incidents, help transition L1/L2 support to ISS global teams, and contribute to a DevOps-driven delivery model and TRIRIGA development capabilities.

The role focuses on resolving escalated issues, reducing support demand, and building robust knowledge bases while collaborating with developers, product owners, and

Qualifications

• Degree in Computer Science, Engineering, or related field.
• Experience supporting enterprise applications (L2/L3 support in complex environments).
• Hands‑on experience with IBM TRIRIGA (configuration, workflows, troubleshooting) (or similar low-code platforms — validate based on market reality).
• Strong debugging and root cause analysis skills across application and integration layers.
• Familiarity with ITSM processes (incident, problem, change management).
• Experience or exposure to DevOps practices, CI/CD, and automation.

Responsibilities

• Own and resolve complex L3 incidents and service requests related to TRIRIGA, ensuring timely and high-quality resolution
• Analyse recurring issues and feed them into product backlog improvements, reducing long‑term support demand
• Lead knowledge transfer and support transition activities to ISS global support teams (L1/L2)
• Perform root cause analysis across application and integration layers and collaborate on long-term solutions
• Contribute to DevOps practices by supporting automation, monitoring, and CI/CD readiness improvements
• Build and maintain support documentation, knowledge base, and standard operating procedures

Skills

L3 support experience

IBM TRIRIGA

DevOps CI/CD

ITSM processes

Root cause analysis

Cross-functional communication

Education

Bachelor's degree in Computer Science or related field

Tools

TRIRIGA configuration tools

Job description

Corporate FunctionsAs a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you will play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Corporate FunctionsAs a global leader in facilities services we connect people and places to make the world work better. Whether directly or indirectly, you will play a vital role in supporting our placemakers in delivering exceptional workplace experiences for our customers. Together, we make space for people and businesses to thrive.

Location: India

Language: English

Application deadline:

Main purpose of the position / Key expectations:

Provide advanced (L3) support for the IBM TRIRIGA platform as part of a cross-functional team delivering solutions for the Facility Management Service program. You will take ownership of complex incidents and service demand, while establishing internal support capabilities, helping transition L1 and L2 support to ISS global support teams, and contributing to the evolution towards a DevOps-driven, CI/CD delivery model and future TRIRIGA development capabilities.

What you'll do:

• Own and resolve complex L3 incidents and service requests related to TRIRIGA, ensuring timely and high-quality resolution
• Analyse recurring issues and feed them into product backlog improvements, reducing long‑term support demand
• Lead knowledge transfer and support transition activities to ISS global support teams (L1/L2)
• Perform root cause analysis across application and integration layers and collaborate on long-term solutions
• Contribute to DevOps practices by supporting automation, monitoring, and CI/CD readiness improvements
• Build and maintain support documentation, knowledge base, and standard operating procedures

Who you'll work with:

• TRIRIGA development team (developers, QA, Product Owner)
• Global ISS support teams (L1 and L2) as part of support model transition
• AMS/external vendors during transition phase (knowledge handover and reduction)
• Integration engineers and other technical teams for cross-system issue resolution
• Business stakeholders and users raising incidents and more advanced service requests

Key qualifications:

• Degree in Computer Science, Engineering, or related field
• Experience supporting enterprise applications (L2/L3 support in complex environments)
• Hands‑on experience with IBM TRIRIGA (configuration, workflows, troubleshooting) (or similar low-code platforms — validate based on market reality)
• Strong debugging and root cause analysis skills across application and integration layers
• Familiarity with ITSM processes (incident, problem, change management)
• Experience or exposure to DevOps practices, CI/CD, and automation

Personal skills you excel:

• Strong analytical mindset and problem-solving under pressure
• Clear communication across technical teams and business users
• Structured and detail-oriented approach to incident management
• Proactive mindset focused on continuous improvement and knowledge sharing

Why ISS

At ISS, we are more than just a service provider of cleaning, food, workplace and technical services, we are a partner in our customers' success. By creating exceptional service moments and transforming workplaces into spaces where employees feel valued, engaged, and productive, we enhance productivity and help our customers to attract talent and grow their businesses. This begins with our own people through training, career development, and a supportive culture - empowering them to deliver outstanding service. We know that when our people thrive, they create spaces where our customers' employees and businesses thrive too.

ISS is a Place to Be You.

Be who you are. Become what you want. Be part of something bigger. Become more. Become ISS.

ISS seeks to BE a place of belonging and CREATE places where every person is welcomed, embraced, and valued for exactly who they are. Places where people feel safe, respected, represented, and supported as their authentic selves.