Application Support Engineer (Contractual Role)

Role OverviewWe 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.