Application Support Engineer (Contractual Role)

Xiaomi Indianagpur, India

21 hours ago

Job description

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

Experience : Minimum 3 years in application support, preferably in retail & sales applications .

Leadership : Ability to lead and manage a small support team effectively.

Technical Skills : Strong troubleshooting skills in enterprise applications; familiarity with support tools, monitoring, and ticketing systems.

Domain Knowledge : Prior experience in retail and sales systems (POS, CRM, ERP, or related platforms) would be preferred.

Soft Skills : Excellent communication, interpersonal, and stakeholder management skills.

Problem Solving : Ability to work under pressure, prioritize tasks, and ensure quick turnaround for business-critical issues.

Preferred Qualifications

Exposure to ITIL processes (Incident / Problem / Change Management).

Prior experience in leading application support teams in a fast-paced business environment would be preferred.

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Application Support Engineer • nagpur, India