Job Description

THE ROLE

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.

KEY RESPONSIBILITIES & TASKS

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 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.
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 organization's 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.

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 if staying far from the office location.