Senior Application Support Specialist

Responsibilities:
- Provide technical support for OTT or e-commerce applications to end-users, customers, and internal teams.
- Analyze log files, error messages, and user reports to identify and diagnose technical issues.
- Log and track incidents, prioritize and resolve them according to SLAs.
- Monitor performance and availability of critical applications to proactively address potential issues.
- Investigate and troubleshoot incidents, following SOPs, to find root causes and implement solutions.
- Collaborate with support teams, development teams, and vendors for complex incidents.
- Track and manage software bugs reported by users.
- Participate in change management processes to ensure minimal disruption and maximum stability.
- Create and update knowledge base articles, FAQs, and troubleshooting guides.
- Assist in training sessions and create training materials for end-users.
- Identify areas for process improvement and provide recommendations.
- Conduct quality assurance activities, including testing and verifying fixes.

Requirements:
- Bachelor’s Degree, or equivalent 
- Preferred ITIL Foundation V3 or V4 certification
- Minimum experience of 4-6 years in a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred 
- Must have hands-on experience with troubleshooting logs from multiple sources like site 24*7, datadog, newrelic, kibana, grafana etc. 
- Must be working in 24*7 shifts, weekend or on-call support 
- Proven track record of working in a similar capacity providing 24 x 7 application & IT Infrastructure management support to global customers
- Experience with ticketing tools like Jira, Remedy, or ServiceNow
- Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment.