Job Description

Purpose of the job

As an application support specialist, youre responsible for troubleshooting the software applications a company uses and ensuring that help desk tickets are resolved in a timely fashion by responding to technical problems that occur abruptly and require immediate solutions.

Accountabilities and Duties

• Performing analysis on software application functionality and suggesting improvements.
• Ensuring effective front-end and back-end functionality of applications.
• Consulting with the software development team and clients to improve application performance.
• Establishing the root causes of application errors, and escalating serious concerns to the delivery team.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Providing front-end support and resolution to clients issues and escalations.
• Troubleshoot production issues till reaching root cause in a timely manners

Key Results Areas

• Team development and retention
• Timely met customer requirements
• Trainings for the teams conducted on a periodic and efficient manner
• Goals set are achieved by team work
• 100% utilization of resources ensuring improved processes
• Best practices documented to be followed by team to ensure team development
• All policies implemented

Experience and Qualifications Required:

• Bachelors degree in Information Technology or equivalent
• More than 6 years of experience in IT support field.
• Strong business results orientation to understand business needs and deliver value and high-quality results;
• Strong problem-solving skills and experience performing cause and effect analysis;
• Must be well-organized and able to work on and manage multiple concurrent projects;
• Strong analytical, interpersonal and communication skills;
• Technical knowledge in SQL, PL/SQL & UNIX is a MUST
• Knowledge in Tomcat, JBOSS, Mule and System administration is a great PLUS

Competencies Required:

• Technical Expertise
• Decision Making
• Quality Oriented
• Time Management
• Workload and Stress Management
• Analytical Thinking
• Problem solving
• Conceptual thinking
• Presentation