Sr Application Support Specialist

Hapag Lloyd; Chennai District; On-site; INR 400,000 - 900,000; Full time

Job summary

Hapag Lloyd is seeking an Application Support Specialist - Shipping in India to ensure SaaS application stability and smooth operations for shipping processes. You will provide Level 2 support, perform root cause analyses, and coordinate with internal teams and external partners.

Ideal candidates have knowledge of the shipping lifecycle, EDI, and SQL, with strong analytical and communication skills. ITIL familiarity or related certifications are a plus.

Qualifications

• 2–7 years of application support experience, Level 2, with freshers considered if technically strong.
• Basic to end-to-end knowledge of the shipping lifecycle.
• Familiarity with EDI and SQL is preferred.
• ITIL or other ITSM familiarity is a plus; certifications related to applications are beneficial.

Responsibilities

• Provide Level 2 support for SaaS applications, resolving issues and performing root cause analysis.
• Respond promptly to incidents and service requests to minimize business disruption.
• Escalate complex issues to Level 3 and track until resolution.
• Collaborate with developers, DBAs, and stakeholders to ensure continuity.
• Document resolutions and contribute to SOPs and knowledge base.
• Adhere to quality standards and follow the four-eye principle.

Skills

Application support

Shipping lifecycle

SQL

EDI

Analytical thinking

Communication

ITIL

Certifications

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.

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.

1. SaaS Support

• 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.

2. Technical Expertise

• Maintain a strong understanding of the organizations 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.

3. Problem Identification and Resolution

• Analyze reported issues to identify trends and recurring problems.
• Proactively monitor application performance, identify potential bottlenecks, and implement preventive solutions.

4. Communication and Collaboration

• 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.

5. Documentation and Knowledge Sharing

• Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.
• Contribute to the organizations knowledge base to empower Level 1 support and end-users.

6. Quality Assurance

• Ensure solutions are based on validated knowledge documentation and not assumptions.
• Follow the four-eye principle to guarantee 100% quality in resolutions.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.