Application Support Associate

Sierra ODC pvt ltd is hiring for the role of Application Support Associate! Responsibilities of the Candidate: Managing incidents, requests and enhancements from customers using support tools and adhering to SIERRA's support processes Ensuring that the application is fully operational at the customer end and any loss of service is restored in a timely and efficient manner Providing a high level of service to customers and adhering to strict SLAs for L1 response and resolution times Handle customer escalations Problem determination, workaround resolution, root cause analysis, major incident management Deployment of releases, patches for upgrades and customizations To assist with the application demos and training for customers Maintain a cordial relationship with customers and key stakeholders Support and share knowledge and information with other team members Handle team review meetings and prepare reports Prepare and present KPIs for management review Ensure that solution and application support process is maintained to the highest quality and accuracy as per SIERRA's quality management standards Requirements: Excellent written and spoken English Excellent analytical and problem-solving skills Ability to work both independently and as part of a team Excellent customer service skills Understanding of the software development cycle with a focus on implementation & support Basic knowledge of software application testing Basics of database querying Knowledge of web application architecture, IIS configuration, and database backups