EC Infosolutions Pvt Ltd
Website:
ecinfosolutions.com
Job details:
Position Title: L1.5 Application Support Engineer – Sales & Customer Service Applications
Location: Chakan, Pune
Experience: 3–6 Years
Employment Type: Full-Time
Job Overview
We are looking for an experienced L1.5 Application Support Engineer to provide application support for Sales and Customer Service applications. The role involves handling dealer/user queries, performing initial troubleshooting, managing incidents, coordinating with cross-functional teams, supporting application enhancements, and ensuring timely resolution of production issues as per defined SLAs.
The ideal candidate should have strong troubleshooting skills, experience with ITSM tools, good understanding of enterprise applications, and the ability to coordinate with business users and technical teams.
Key Responsibilities
Application Support & Incident Management
- Act as the primary point of contact for dealer and business user application-related queries.
- Monitor and manage support tickets through ServiceNow or similar ITSM platforms.
- Perform ticket categorization based on priority, functional area, and complexity.
- Analyze issues to differentiate between:
- User-related issues
- Data-related issues
- Application defects
- Perform initial troubleshooting and provide L1.5 resolution wherever possible.
- Ensure timely acknowledgement, tracking, follow-up, and closure of tickets.
Issue Analysis & Escalation Management
- Collect required information including:
- Error logs
- Screenshots
- User details
- Reproduction steps
- Business impact details
- Prepare detailed escalation documents for higher support teams.
- Coordinate with technical teams for issue resolution.
- Provide regular status updates to stakeholders for critical incidents.
- Perform root cause analysis (RCA) and support implementation of corrective actions.
Application Administration & Access Support
- Support user provisioning activities and access review audits.
- Perform data validation checks across integrated applications.
- Coordinate with relevant teams for data corrections and application fixes.
- Maintain application documentation and support integrated system processes.
Testing & Release Support
- Support project activities related to application enhancements.
- Prepare:
- Test scenarios
- Test scripts
- Functional test cases
- Perform:
- Functional testing
- Integration testing
- User Acceptance Testing (UAT)
- Support impact assessment for application releases and changes.
Documentation & Reporting
- Maintain knowledge base articles for recurring issues and resolutions.
- Update support documentation after releases and system changes.
- Prepare weekly reports covering:
- Ticket volume
- SLA adherence
- Resolution trends
- Escalation analysis
- Provide recommendations for application improvements.
Stakeholder Management
- Coordinate with:
- Dealers
- Business users
- Application teams
- Cross-functional support teams
- Maintain professional communication and ensure timely updates.
- Provide proactive support during:
- Month-end activities
- Year-end activities
- Critical releases
- Major business projects
Required Skills & Experience
Must Have Skills
- 3–6 years of experience in Application Support / Production Support.
- Experience handling L1/L1.5 support activities.
- Good understanding of incident management and ITIL processes.
- Hands-on experience with ITSM tools such as:
- ServiceNow
- Salesforce Service Cloud
- Similar ticketing platforms
- Strong troubleshooting and analytical skills.
- Experience working with enterprise applications and integrations.
- Good knowledge of SQL/database validation for troubleshooting.
- Experience in preparing test cases and performing functional testing.
- Strong documentation and reporting skills.
Good To Have Skills
- Experience supporting Salesforce-based applications.
- Knowledge of CRM, Sales, or Customer Service applications.
- Understanding of API integrations and data flows.
- Experience working with automotive domain applications.
- ITIL certification.
Soft Skills
- Excellent communication skills.
- Ability to interact with business users and technical teams.
- Strong ownership and problem-solving attitude.
- Ability to work independently and manage priorities.
- Good analytical and documentation skills.
Education Qualification
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- Relevant application support certifications will be an added advantage.
Keywords
Application Support Engineer, L1.5 Support, Production Support, ServiceNow, Salesforce, Incident Management, ITIL, Functional Testing, UAT, SQL, CRM Support, AMS Support.
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