Area(s) of responsibility

Job Title: Senior L1 Application Support Engineer / Analyst

The L1 Application Support resource provides first-level technical support for business
applications, ensuring timely incident resolution, e􀆯ective user communication, and
adherence to defined SLAs. The role acts as the first point of contact for
application-related issues and service requests.
Key Responsibilities
Incident & Request Management
 Act as the first line of support for application incidents, service requests, and user
queries.
 Log, track, and manage tickets using ITSM tools
 Perform initial triage, diagnosis, and resolution of known issues using SOPs and
knowledge base articles.
 Assist in resolving routine functional or operational issues
 Escalate unresolved or complex issues to L2/L3 support teams with proper
documentation.
Application Monitoring & Support
 Monitor application health, batch jobs, alerts, and system availability.
 Provide day-to-day functional support to assigned business units or projects
 Execute standard operating procedures accurately and on time
 Perform basic checks such as service restarts, log validation, and data verification
as per SOPs.
 Ensure applications meet availability and performance SLAs.
 Identify opportunities to improve e􀆯iciency or reduce errors.
 Review application dashboards, monitoring tools.
Communication
 Provide timely and professional communication to end users regarding issue status
and resolution.
 Follow up with users to confirm issue closure and satisfaction.
 Respond to user queries via tickets, email, or calls.
 Participate in shift handovers and update status reports.
 Coordinate with internal teams to ensure smooth workflow and task completion.
 Coordinate with business users during issue resolution and testing.
 Communicate status updates, issues, and resolutions clearly to stakeholders.
 Communicate outages, delays, or known issues to users.
 Escalate non-routine or complex issues to senior team members when required.
Documentation & Knowledge Management
 Maintain and update knowledge base articles, SOPs, and FAQs.
 Share knowledge with team members.
 Document recurring issues, resolutions, and workarounds to reduce incident
volume.
 Participate in team reviews and improvement discussions.
 Support root cause analysis (RCA) activities.
Compliance & Process Adherence
 Follow ITIL processes for Incident, Request, and Problem Management.
 Ensure compliance with security, audit, and operational guidelines.
 Support process execution, documentation, and compliance requirements.
 Ensure adherence to company policies, quality standards, and safety requirements.
Required Skills & Qualifications
Technical Skills
 Understanding of enterprise applications
 Experience in using ITSM tools (ServiceNow, Remedy, JIRA)
 Understanding of SLAs, incident priority, and escalation procedures.
 Knowledge of:
o Databases (basic queries or data checks – optional)
o Application logs and monitoring tools
Functional & Soft Skills
 Strong communication and customer service skills.
 Ability to work in 24x7 shifts (if required).
 Good analytical and troubleshooting mindset.
 Ability to follow structured processes and SOPs.
Education & Experience
 Bachelor’s degree in Computer Science, IT, or equivalent.
 4+ years of experience in application or IT support.