Application Support Specialist

Job Summary:

The Application Support Specialist is responsible for ensuring the reliability and availability of business-critical applications by managing support tickets raised by the Business Operations (BO) team. This role requires strong technical expertise in databases, monitoring tools, and troubleshooting methodologies to analyze and resolve system-related issues efficiently. The ideal candidate will also have foundational knowledge of APIs and documentation practices to support the broader IT operations team.

Key Responsibilities:

Support Ticket Management

• Receive and handle support tickets from the Business Operation (BO) team, ensuring timely resolution.
• Categorize, prioritize, and investigate issues in coordination with internal development or infrastructure teams.

System Troubleshooting & Root Cause Analysis

• Use SQL queries to analyze application data, identify inconsistencies, and resolve functional or performance issues.
• Troubleshoot issues across application layers, including backend processes and third-party system integrations.

Monitoring & Alert Handling

• Monitor applications and system health using tools such as Kibana, AppDynamics, or similar APM/logging platforms.
• Investigate alerts and logs to identify performance bottlenecks, error patterns, or failures.

Technical Knowledge & Integration Awareness

• Understand how APIs work (REST/SOAP), including typical request/response flows, status codes, headers, and payloads.
• Coordinate with development teams to escalate application bugs and integration errors.

Documentation & Knowledge Management

• Maintain up-to-date documentation for recurring issues, known errors, escalation paths, and standard operating procedures (SOPs).
• Create troubleshooting guides and technical FAQs to support knowledge transfer within the team.

Collaboration & Communication

• Work closely with Business Operations, QA, Development, and Infrastructure teams to ensure application stability.
• Communicate clearly with non-technical stakeholders regarding issue status, expected resolution time, and workaround steps.

Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Strong SQL skills for querying and analyzing relational databases (e.g., Oracle, PostgreSQL).
• Proficient in monitoring/logging tools like Kibana, AppDynamics, Grafana, or similar.
• Basic understanding of APIs and system integrations.
• Familiarity with ticketing systems such as ServiceDesk, Jira.
• Good documentation and communication skills.