IT Executive/Senior Executive - Application Support

Position: IT Executive/Senior Executive - Application Support
Industry: Manufacturing
Experience: 3 to 5 years
Location: Mumbai
Reports to: Reporting Manager

1. Application Support:

   • Serve as the primary point of contact for end users seeking technical assistance with software applications.
   • Troubleshoot and resolve application issues, including system errors, performance issues, and user inquiries.
   • Log and track support tickets, prioritize tasks, and escalate complex issues to senior support staff or development teams as needed.

2. User Training and Documentation:

   • Develop and maintain user guides, knowledge base articles, and training materials for supported applications.
   • Conduct training sessions and workshops for end users to promote system proficiency and best practices.
   • Communicate updates, changes, and enhancements to users and ensure smooth transitions.

3. System Maintenance and Monitoring:

   • Perform routine maintenance tasks, including application updates, patches, and configurations.
   • Monitor system performance, analyze logs, and proactively identify potential issues or areas for improvement.
   • Collaborate with IT teams to implement security measures, backups, and disaster recovery plans.

4. Quality Assurance and Testing:

   • Participate in testing activities, including regression testing, user acceptance testing (UAT), and bug tracking.
   • Document test cases, conduct test executions, and provide feedback on software functionalities and enhancements.
   • Work with development teams to validate fixes and ensure software quality and reliability.

5. Vendor Management:

   • Liaise with external vendors and software providers to troubleshoot issues, request support, and coordinate software updates.
   • Maintain vendor relationships, review service level agreements (SLAs), and escalate unresolved issues to ensure timely resolution.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience supporting applications such as Sales Force Commerce Cloud (SFCC), D365 F&O, Navision, Business Central, Sales Force Automation (SFA), Distributor Management System (DMS), Power-BI, or similar.
• Knowledge of e-commerce functionality is required.
• Strong understanding of software applications, databases, and operating systems.
• Excellent troubleshooting skills, problem-solving abilities, and attention to detail.
• Effective communication skills to interact with users, stakeholders, and technical teams.
• Ability to prioritize tasks, work independently, and adapt to changing priorities in a fast-paced environment.

• Experience in the manufacturing industry domain is a must.