Application Support Engineer (Contractual Role)

Role Overview

We are seeking an experienced Application Software Engineer to lead our application support team. The ideal candidate will have a strong background in application support for retail and sales applications and a proven ability to resolve business-critical issues promptly. This role involves managing day-to-day support operations, ensuring timely resolution of tickets raised by business teams, and providing leadership to a small support team.

Key Responsibilities

• Ticket Resolution : Handle and oversee prompt resolution of incidents, service requests, and support tickets raised by business stakeholders.
• Team Leadership : Guide, mentor, and manage a small team (2–3 members), ensuring efficient task allocation and resolution.
• Application Support : Provide L2 / L3 support for retail and sales applications, ensuring business continuity and minimal downtime.
• Issue Diagnosis : Troubleshoot, analyze, and resolve application-related problems while escalating complex issues when needed.
• Collaboration : Work closely with business teams, IT, and vendors to ensure effective communication and resolution.
• Continuous Improvement : Identify recurring issues and recommend process or system improvements to reduce repeat incidents.
• Documentation : Maintain accurate records of incidents, resolutions, and knowledge base updates.

Required Skills & Experience

familiarity with support tools, monitoring, and ticketing systems.

Preferred Qualifications