Application Support Analyst Full Time

Location: Pune

We are seeking an experienced and dedicated Application Support Executive to support operations for a Logistic Domain SaaS (Software as a Service) solution for our US-based client.

You will be responsible for providing functional support to internal teams and external clients, troubleshooting issues, and resolving application-related problems in a timely manner.

Location: Pune

Responsibilities

• Conduct initial issue analysis, reproduce problems in a controlled environment, and examine error logs to identify root causes.
• Offer functional assistance to end-users, resolving software-related issues, addressing inquiries, and troubleshooting problems.
• Monitor and uphold the performance, reliability, and availability of applications.
• Collaborate with cross-functional teams to detect and resolve software defects and system errors.
• Perform thorough testing and quality assurance of software applications.
• Create documentation for support procedures, system configurations, and issue resolutions (knowledge base) for future reference.
• Provide training to end-users on proper application usage and offer ongoing support and guidance.
• Assist with application deployment and provide support during the post-deployment phase.
• Continuously assess support processes and procedures (SOP), identifying areas for improvement, and implementing best practices to enhance support operations’ efficiency and effectiveness.
• Ensure compliance with Service Level Agreements (SLAs) by monitoring response and resolution times, tracking performance metrics, and implementing corrective measures as needed.
• Resolve application-related incidents by troubleshooting, conducting root cause analysis, and escalating when necessary, minimizing downtime and disruptions to client operations.
• Identify opportunities to improve processes within the application support function. Proactively propose and implement enhancements to streamline support processes, increase efficiency, and enhance customer satisfaction.

Requirements

• 3-6 years of Experience
• Ready to work in 24*7 shifts on rotation
• Ready to work from the office
• Bachelor’s degree in a relevant field or equivalent experience.
• Proven experience in application support, preferably in a SaaS environment.
• Experience in the logistics domain (preferable) with international client support.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with clients, team members, and senior management.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously.
• Experience in incident management, problem-solving, and root cause analysis.
• Proficiency in using support management tools and reporting systems.
• Flexibility to work in shifts and provide after-hours support when required.
• Familiarity with ITIL framework and its application in support operations is a plus.