Senior Application Support Specialist

About the role

Senior Application Support Specialist – Shipping at Hapag‑Lloyd, Chennai. Provide Level 2 support for SaaS applications, resolving incidents, performing root‑cause analysis, and tracking to resolution. Maintain knowledge of the application portfolio, configurations, integrations, and dependencies. Document SOPs and build a knowledge base for Level 1 support. Collaborate with developers, DBAs, infrastructure, and escalation teams to ensure operational continuity. Apply ITIL principles and the four‑eye quality assurance process.

What you’ll do

• Provide Level 2 SaaS support, resolve incidents, analyze root causes, and track to resolution
• Maintain knowledge of application portfolio, configurations, integrations, and dependencies; document SOPs
• Analyze issues, spot trends, monitor performance, and implement preventive fixes
• Collaborate with developers, DBAs, infra, and escalation teams; update end‑users
• Document resolved issues and solutions; build knowledge base for Level 1
• Apply four‑eye principle to ensure 100% quality in solutions

What you’ll bring

• 2–7 yrs experience in application support, Level 2 roles, or freshers with aptitude
• Basic to end‑to‑end shipping lifecycle knowledge
• Familiarity with EDI, SQL, ITIL or other ITSM frameworks

Nice to have

Certifications related to specific applications or platforms beneficial

Skills