Application Support Specialist

The Software Application Support Specialist is responsible for providing day-to-day operational support for enterprise applications, ensuring system availability, resolving user issues, monitoring application performance, and coordinating with development, infrastructure, security, and business teams to maintain service continuity. The role acts as the primary point of contact for application-related incidents, service requests, and operational support activities while ensuring compliance with service-level agreements (SLAs). Key Responsibilities Application Support and Incident Management Provide Level 1 application support for business-critical systems. Investigate, troubleshoot, and resolve application issues within agreed SLAs. Log, track, and manage incidents and service requests through the ticketing system. Escalate complex issues to concerned teams when required. Perform root cause analysis (RCA) for recurring issues and propose corrective and preventive actions (CAPA). User Support Provide business and technical support to business users and stakeholders. Assist users with system access, navigation, and functional issues. Support user acceptance testing (UAT) and production validation activities. Conduct user training sessions and prepare user guides when required. Application Monitoring Identify performance bottlenecks and coordinate with relevant teams. Change and Release Management Participate in release validation and post-deployment verification activities. Validate production fixes and emergency changes. Data and Reporting Support Support data correction activities where approved. Generate operational and management reports. Assist business teams with report validation and troubleshooting. Ensure data integrity across integrated systems. Documentation Maintain operational procedures, support manuals, and knowledge base articles. Document incidents, resolutions, workarounds, and lessons learned. Maintain application configuration and support documentation. Stakeholder Management Coordinate with business users, project managers and developers Provide regular updates on incidents, service requests, and system health. Participate in operational meetings and service review sessions. Qualifications & Experience Bachelor’s degree in computer science, Information Systems, Education, or a related field. 3+ years of experience in software Application support, with at least 2 years focused on custom enterprise applications. Experience working with ticketing and incident management systems. Strong analytical and troubleshooting skills. Excellent communication and stakeholder management skills. Ability to work under pressure and manage multiple priorities. Strong customer service orientation. Problem-solving and critical-thinking capabilities. Team collaboration and coordination skills. Live in Suez Reporting Structure Reports To: Application Support Lead / Project manager Key Performance Indicators (KPIs) Incident resolution within SLA. Mean Time to Resolve (MTTR). User satisfaction score. Number of recurring incidents. Root cause analysis completion rate. Production issue reduction rate. Ticket backlog management. Successful deployment support activities. Show more Show less