Application Support Analyst
Muthoot Fincorp Limited
Work from Office
Full Time
Any experienceJob Description
JUNIOR SUPPORT EXECUTIVE
Job Title: L1 Application Support Analyst
Location: Anna Salai
Department: IT
Reports to: IT Manager
Job Summary:
We are seeking a proactive and customer-focused L1 Application Support Analyst to
provide first-level technical support for business-critical applications. You will be
responsible for responding to incidents, service requests, and performing basic
troubleshooting and escalation to L2/L3 teams as needed.
- Provide first-line support for application issues via ticketing systems, email, and calls.
- Monitor application performance and alerts using standard monitoring tools.
- Log, categorize, and prioritize incidents and service requests.
- Perform initial diagnostics and resolve or escalate issues as required.
- Maintain support documentation, FAQs, and user guides.
- Coordinate with users to gather necessary details for issue resolution.
- Work with L2/L3 teams to track progress and ensure timely resolution.
- Generate regular reports on incident trends and resolution metrics.
- Support user onboarding and application access provisioning.
- Ensure compliance with SLAs and internal processes.
Required Skills & Qualifications:
- Bachelor's degree in Computer Science, IT, or related field.
- 0–2 years of experience in IT/Application Support or similar role.
- Basic knowledge of SQL, Windows/Linux OS, and ITSM tools.
- Strong communication and problem-solving skills.
- Ability to work in shifts and handle pressure in a production environment.
- Good understanding of ticketing tools (e.g., ServiceNow, JIRA).
Preferred Skills:
- ITIL Foundation Certification.
- Exposure to cloud platforms (AWS, Azure) is a plus.
- Basic scripting knowledge (e.g., Shell, Python) is an advantage.
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