Senior Application Support Specialist

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.

• 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.

• 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.

• Problem Identification and Resolution

Analyze reported issues to identify trends and recurring problems.

Proactively monitor application performance, identify potential bottlenecks, and implement preventive

solutions.

• 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.

• 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.

• Quality Assurance

Ensure solutions are based on validated knowledge documentation and not assumptions.

Follow the “four-eye principle” to guarantee 100% quality in resolutions.

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.