Applications Support Specialist - Triage

Job Description

• Primary responsibility to provide technical support and maintenance for software applications
• Ensures smooth operation of business-critical systems by troubleshooting issues, responding to user inquiries, and collaborating with development and infrastructure teams to resolve problems and implement improvements
• Provide day-to-day support for internal or customer-facing applications and troubleshoot and resolve application issues escalating when necessary
• Monitor and triage incoming software incidents from internal teams, end users, and automated systems
• Classify and prioritize issues based on severity, impact, and urgency, escalating critical issues when necessary.
• Perform initial investigations of reported issues, replicating bugs where possible to gather diagnostic information.
• Examine logs, error messages, and performance data to identify potential root causes.
• Maintain detailed records within the incident management system, documenting status, ownership, and progress for each issue.
• Collaborate with development, support, and system administrator teams to coordinate resolution efforts.
• Support applications during after-hours/weekends/holidays when necessary or in shifts
• Bachelor's degree (B.Sc., B.E., B.Tech. etc.) in computer science, information technology, or a related field.
• Internal candidates:
• Experience can be a combination of internal and external experience.
• Minimum Highly Effective performance in current role.
  

This is a summary of the primary accountabilities and requirements for this position. The company reserves the right to modify or amend accountabilities and requirements at any time at its sole discretion based on business needs. Any part of this job description is subject to possible modification to reasonably accommodate individuals with disabilities.