We are looking for a proactive and detail-oriented Application Support (L1) to join our IT Operations team. The role is responsible for providing first-level support for business applications, troubleshooting incidents, and ensuring system availability. The candidate will work closely with L2/L3 support and development teams to resolve issues efficiently and maintain service quality.
Key Responsibilities
- Provide first-level support for application-related issues and service requests
- Monitor application performance and system health (alerts, logs, dashboards)
- Perform incident triage, analysis, and initial troubleshooting
- Escalate complex issues to L2/L3 teams with proper documentation and logs
- Investigate issues using SQL queries, logs, and system monitoring tools
- Support API-related troubleshooting using tools such as Postman and Swagger
- Validate API requests/responses and assist in integration issue resolution
- Execute basic data validation and correction in databases when required
- Follow standard incident management and SLA processes
- Maintain proper documentation of issues, solutions, and known errors
- Participate in on-call support or shift rotation if required
Requirements
Skills & Qualifications
- Bachelor’s degree in Computer Science, IT, or related field
- 0–3 years of experience in Application Support / IT Support / Operations
- Basic knowledge of SQL (querying, joins, data validation)
- Familiarity with REST APIs and API testing tools:
- Basic understanding of system architecture and integration concepts
- Strong analytical and problem-solving skills
- Good communication skills (written and verbal)
- Ability to work under pressure and meet SLA timelines
Technical Skills
- Database: SQL (SELECT, JOIN, basic troubleshooting)
- API Tools: Postman, Swagger
- Monitoring/Logs: Basic log analysis (application/server logs)
- Others (optional but a plus):
- Ticketing tools (ServiceNow, Jira, etc.)
- Knowledge of web applications (HTTP status codes, JSON, XML)
