IT Application Support Engineer

Job Description

JOB PROFILE:

APPLICATION SUPPORT LEAD (Chennai)

Experience-4-7 yrs

General Information

Main function Information Technology

Information technology Management is managing the IT Portfolio of the organization to assure optimal availability, security and efficiency of the company’s IT Infrastructure and to drive business efficiency and innovation through IT support.

Purpose of the role: Responsible for providing reliable and effective application support across business systems by monitoring, troubleshooting, resolving incidents, and implementing sustainable fixes. The role also supports change requests, system enhancements, user assistance, and continuous service improvement to ensure application stability, performance, and business continuity.

Reports to:Senior Manager (PMO)

Role responsibilities

Main Accountabilities:

• Provide end-to-end application support for business-critical systems, ensuring incidents, service requests, and change requests are handled within agreed service levels.
• Monitor application health, investigate system alerts, and proactively identify potential issues that may impact service availability or user productivity.
• Analyze and troubleshoot application issues reported by business users, using structured problem-solving techniques to identify root causes and restore service quickly.
• Perform bug fixes, configuration updates, and system testing in coordination with the System Analyst, developers, and relevant stakeholders.
• Support minor enhancements and controlled releases by validating requirements, preparing test scenarios, and participating in deployment and post-implementation verification activities.
• Use SQL scripts to query, validate, reconcile, and analyze application data for incident investigation, root cause analysis, reporting, and operational support activities.
• Work with cross-functional teams to escalate, track, and resolve recurring or high-impact issues, and recommend preventive measures for long-term remediation.
• Maintain accurate incident records, technical documentation, troubleshooting guides, and knowledge base articles to support service continuity and user self-service.
• Develop and maintain FAQs and user support materials to improve issue resolution efficiency and reduce repetitive requests.
• Prepare reports on incidents, defects, service trends, and support performance to enable continuous improvement and informed decision-making.
• Provide extended-hours or rotational-shift support during critical incidents, system implementations, and periods requiring multi-region coverage.
• Collaborate with business users to understand issues, gather feedback, and identify opportunities to improve system usability, stability, and support processes.
• Perform additional application support and project-related duties as assigned.

Key performance Indicators:

• Customer satisfaction
• Good internal working relationships
• Timely response and Resolution.

Core competencies

Appropriate level of education, knowledge and working experience:

Education & Knowledge

• Diploma or higher in Information Management / Technology

Working Experience

• Minimum 3 years of relevant experience in application support, incident management, troubleshooting, and application development or maintenance.
• Strong ability to diagnose application issues, perform root cause analysis, and recommend practical corrective and preventive actions.
• Hands-on experience in bug fixing, support, or development using .NET, C#, and Vue.js.
• Proficiency in writing and executing SQL scripts for data validation, troubleshooting, investigation, reconciliation, and reporting.
• Experience working with databases, analyzing data issues, and supporting batch jobs or data-related application processes is an advantage.
• Familiarity with IT service management processes, ticketing tools, testing practices, and release support activities is preferred.

Personal characteristics:

• Strong verbal and written communication skills, with the ability to interact effectively with both technical teams and business users.
• Customer-focused mindset with a proactive, responsible, and solution-oriented working attitude.
• Fast learner with strong analytical skills and the ability to work independently as well as collaboratively in a team environment.
• Able to manage priorities under pressure and respond effectively in a fast-paced support environment.