Location: Client Site / Remote (as applicable)
Department: Application Support & Maintenance
Reports To: Application Support Lead / Service Delivery Manager
The Application Support Specialist is responsible for providing Level 1 and Level 2 support, maintenance, and enhancements for enterprise applications used by clients. The role ensures that business-critical systems run smoothly, issues are resolved quickly, and application performance is optimized while maintaining compliance with client-specific processes and SLAs.
This position is particularly relevant for healthcare, manufacturing, and packaging domains where uptime, accuracy, and security are critical.
Key Responsibilities
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Application Monitoring & Maintenance
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Monitor application performance, availability, and integration points.
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Identify and resolve incidents, bugs, and performance bottlenecks.
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Perform regular health checks and system log reviews.
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Incident & Service Request Management
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Respond to and resolve application-related incidents within SLA timelines.
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Manage service requests, including user access provisioning, configuration changes, and data corrections.
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Document issues, resolutions, and knowledge articles in the ticketing system (ServiceNow, Jira, etc.).
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User Support & Training
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Provide functional support to end-users for day-to-day application usage.
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Guide users through application workflows and troubleshooting steps.
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Assist in onboarding and training new users.
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Configuration & Minor Enhancements
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Perform minor configuration updates and parameter changes as per business needs.
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Support release management and assist with testing during upgrades or patch deployments.
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Coordinate with development teams for bug fixes and enhancements.
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Compliance & Security
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Maintain data integrity and follow application security protocols.
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Ensure compliance with industry regulations (HIPAA for healthcare, ISO standards for manufacturing/packaging).
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Participate in periodic audits and provide necessary reports.
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Collaboration & Communication
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Work closely with client IT teams, business users, and vendor support teams.
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Escalate critical issues to L3/Development teams and follow through until resolution.
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Provide status updates and RCA (Root Cause Analysis) reports for major incidents.
Skills & Qualifications
Technical Skills
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Proficiency in supporting enterprise applications (ERP, CRM, HIS, MES, or custom-built apps).
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Familiarity with SQL for basic data queries and troubleshooting.
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Understanding of application servers, APIs, and integrations.
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Knowledge of cloud-hosted applications (Azure, AWS, SaaS platforms).
Domain Knowledge
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Healthcare: EMR/EHR systems, PACS, LIS, HIS workflows.
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Manufacturing/Packaging: MES, ERP, shop-floor integration systems.
Soft Skills
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Strong analytical and problem-solving skills.
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Good written and verbal communication.
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Ability to work in high-pressure, SLA-driven environments.
Education & Experience
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Bachelor’s degree in Computer Science, Information Technology, or related field.
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2–5 years of experience in application support.
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Certifications in ITIL Foundation or relevant domain applications preferred.
