Senior Application Support Specialist
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Key skills for this role
Key Skills for This Role
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Responsibilities
- 1. SaaS Support
- Provide Level 2 support for a range of SaaS applications, including issue resolution and root cause analysis.
- Respond promptly to SaaS-related incidents and service requests, minimizing business disruption.
- Escalate complex issues to Level 3 support or development teams as needed and track until resolution.
- Communicate effectively with external partners, stakeholders, and SaaS providers.
- 2. Technical Expertise
- Maintain a strong understanding of the organization's application portfolio, including configurations,
- integrations, and dependencies at a basic to intermediate level.
- Assist in documenting Standard Operating Procedures (SOPs) and best practices for application support.
- 3. Problem Identification and Resolution
- Analyze reported issues to identify trends and recurring problems.
- Proactively monitor application performance, identify potential bottlenecks, and implement preventive
- solutions.
- 4. Communication and Collaboration
- Work closely with cross-functional teams, including developers, DBAs, infrastructure, and escalation
- management teams.
- Communicate with end-users to gather information, provide updates, and guide on best practices.
- 5. Documentation and Knowledge Sharing
- Maintain comprehensive documentation of resolved issues, troubleshooting steps, and solutions.
- Contribute to the organization's knowledge base to empower Level 1 support and end-users.
- 6. Quality Assurance
- Ensure solutions are based on validated knowledge documentation and not assumptions.
- Follow the “four-eye principle” to guarantee 100% quality in resolutions.
Qualifications
- Proven experience (2–7 years) in application support, including Level 2 roles. Freshers with strong technical
- aptitude are also considered.
- Basic or end-to-end knowledge of the shipping lifecycle.
- Familiarity with EDI and SQL.
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal abilities.
- Familiarity with ITIL or other IT Service Management frameworks is a plus.
- Certifications related to specific applications or platforms are beneficial.
About Hapag-Lloyd AG
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