Application Support Specialist

Role overview

This full-time, on-site Application Support role is based in Kolkata and sits within a product-based MNC environment. The position focuses on supporting production systems, managing support requests, and helping ensure smooth day-to-day application operations for users and internal teams.

Key responsibilities

• Keep a close watch on functional support incidents, service requests, and user queries raised to the global support team in the production environment.
• Review alert emails promptly and carry out the necessary follow-up actions.
• Work strictly within the defined process flow for every case handled.
• Manage code registration requests submitted by users.
• Take care of data provisioning activities.
• Perform initial analysis while responding to user issues and questions.
• Investigate reported problems to identify the likely root cause and recommend workable fixes wherever possible.
• Reach out directly to MOL users, development teams, and other relevant stakeholders whenever clarification is needed or an issue is detected.
• Coordinate with development and system support teams as needed to resolve issues efficiently.
• Monitor releases and data patches, and support release management coordination with stakeholders.
• Prepare and send announcement emails to users regarding application access restrictions during system updates, maintenance windows, or program releases.
• Maintain daily log sheets and ensure smooth handover between shifts.
• Create and maintain standard process documentation.
• Support UAT activities and training sessions.
• Ensure deadlines are met and process standards are consistently maintained.
• Build working knowledge of the international shipping business domain.
• Stay current with MOL-IT software applications, standards, and guidelines, and apply them appropriately in daily work.
• Handle other related duties assigned by supervisors from time to time.

Requirements

• At least 3 years of experience in application support.
• Bachelor’s degree in information technology, computer science, or a related discipline.
• Proven experience in functional application support.
• Good working exposure to SQL is preferred.

Additional details

Job category: Application Support

Location: Kolkata, West Bengal, India

Work model: On-site

Employment type: Full time

Experience: 3+ years

Salary: 6–10 LPA

Notice period: 30 days

The role also involves gaining familiarity with the international shipping industry and the MOL-IT software ecosystem, standards, and guidelines.