Application Support

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 

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:  

• Postman 

• Swagger (OpenAPI) 

• 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)