Application Support

Requirements

• Handle and resolve L1 support tickets using Freshservice (incident & service request management).
• Provide application-level support and troubleshooting for production issues.
• Perform data correction activities as per business requirement and approvals.
• Write, update, and optimize SQL Server queries for reporting and issue resolution.
• Work on SQL Server objects including:
• Joins
• DML operations (Insert/Update/Delete)
• Stored Procedures
• Triggers
• Identify recurring issues and suggest improvements to reduce ticket volume.
• Coordinate with internal teams (Dev / QA / DB) for escalations and resolution.
• Maintain proper ticket documentation, root cause notes, and resolution steps.
• 2+ Experience in ticketing tool (mandatory / preferred).
• Strong hands-on experience in SQL Server:
• Joins, DML, query updates
• Stored procedures, triggers
• Good understanding of application support process and SLA handling.
• Basic understanding of production support, incident management, and troubleshooting.
• Strong communication skills (ticket updates, user coordination).
• Knowledge of .NET and C#
• Basic understanding of debugging and application logs
• Exposure to ITIL practices (Incident/Problem/Change Management)