Assistant Manager - Transformation

This job description outlines the responsibilities and qualifications expected of an Application Management Support professional. The role involves technical support, troubleshooting, user guidance, and collaboration with IT teams to maintain smooth application operations.

Position Overview:

The Application Management Support professional will provide technical support for end-users regarding software applications used within the organization. This role involves troubleshooting, diagnosing, and resolving issues related to application performance, functionality, and access. You will also assist in maintaining application documentation, ensuring that issues are tracked, and coordinating with other teams to ensure optimal application performance.

Key Responsibilities:

• Application Support:
• Provide first-line support for users encountering application-related issues.
• Troubleshoot and diagnose technical issues with application software and escalate to appropriate teams when necessary.
• Respond to and resolve incidents logged through the helpdesk system.
• Ensure timely resolution of application issues while maintaining high customer service standards.
• Incident and Problem Management:
• Document and prioritize application-related incidents and issues in the helpdesk ticketing system.
• Work with end-users to gather information for troubleshooting and ensure complete incident resolution.
• Escalate complex issues to senior application support or development teams as needed.
• System Monitoring and Maintenance:
• Assist with monitoring the health and performance of the application system.
• Identify and report recurring issues or areas of improvement in application performance.
• Collaborate with technical teams to apply patches, updates, or configurations to improve functionality.
• Collaboration with Other Teams:
• Coordinate with IT infrastructure, development, and other support teams to ensure issues are addressed in a timely manner.
• Provide feedback on user requirements and enhancements to improve application usage.
• Participate in application deployment and upgrade processes as necessary.

Required Skills and Qualifications:

• Experience:
• Minimum of 8 years of experience in application support or IT helpdesk.
• Strong familiarity with common business applications (e.g., ERP, CRM, HRIS systems).
• Technical Skills:
• Basic understanding of software application troubleshooting.
• Familiarity with issue tracking and helpdesk ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Knowledge of SQL queries and database systems is a plus.
• Experience with cloud-based applications (e.g., Office 365, Salesforce) is advantageous.
• Soft Skills:
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and analytical thinking.
• Customer-focused attitude with a dedication to resolving issues efficiently.
• Ability to work well under pressure and manage multiple priorities.

Preferred Skills (optional):

Experience in providing support for enterprise applications.