Receive and manage support requests, incidents, and inquiries from end users through email, phone, ticketing systems, or other communication channels
Investigate, troubleshoot, and identify root causes of application or system issues, including collecting logs, screenshots, and relevant supporting information for further analysis
Coordinate and follow up with Developer and related teams to ensure issues are resolved within the agreed SLA timeline
Escalate unresolved or critical incidents to the appropriate teams and monitor progress until closure
Track, monitor, and summarize Man-Day (MD) utilization and remaining allocation for projects or support activities
Prepare incident reports, issue summaries, operational reports, and presentation materials for internal stakeholders and management review
Work closely with Development Leads and Project Managers to support project operations, issue tracking, deployment coordination, and maintenance activities
Verify system functionality after deployment, bug fixes, or maintenance activities to ensure systems are operating correctly
Maintain and update support documentation, user guides, FAQs, troubleshooting guidelines, and operational procedures
Ensure compliance with company policies, security guidelines, and operational procedures during support activities
Support ad-hoc operational tasks and other assignments related to application support and project coordination
Qualifications
Minimum 1–3 years of experience in Application Support, Helpdesk Support, IT Support, or related roles
Experience using ITSM / Issue Tracking Tools such as Jira, Odoo, Request Tracker (RT), or related systems
Proficient in Microsoft Office applications, especially Microsoft Excel, Word, and PowerPoint for reporting, documentation, and presentation purposes
Strong troubleshooting, analytical, and problem-solving skills
Good coordination and communication skills with both technical and non-technical stakeholders
Ability to manage multiple tasks and work effectively under pressure in a fast-paced environment
Basic understanding of software development lifecycle, databases, APIs, or middleware is an advantage
Ability to work flexible hours, shifts, weekends, or holidays when required
Service-minded attitude with strong ownership and responsibility
Willingness to learn new technologies and continuously improve technical knowledge
