Application Support Specialist

We are currently looking for App Support L2, who has min 2 years of experience in lending domain, who has worked with Omnifin software will be added advantage.

Roles & Responsibilities
• Should have good knowledge on Lending Business this includes LOS & LMS.
• 2 – 3 years of relevant application support experience with a strong customer interaction experience.
• Prior experience in supporting the Lending Software Applications with excellent insights of the complete loan life cycle stages and how they are being managed in a software application.
• Provide necessary UAT / SIT environment support to all Projects / SCRs and production bug fixes.
• Manage business user expectations regarding estimated response times for issue resolution.
• To support / resolve software and technical questions from the end users of the customer efficiently and effectively.
• On need basis discuss with the business teams to seek additional details about the issue.
• Prioritize the issue with the right severity levels basis business impact understanding from the user.
• Collaborate with all the Product Support team members to properly manage customer inquiries and escalate when appropriate.
• Coordinating with peers, vendors & internal IT team. Communicating the progress/resolutions with customers on regular basis.
• Run monitoring reports for usage, performance, and/or availability.
• Gather the logs from the application and the app server and perform the initial investigation.
• Coordinate with end user and support the team in recreating the reported issue.
• Meet SLAs like response and resolution times by partnering with Support organizations.
• Experience with supporting Java based n-tier web applications.
• Passion to be a part of a hardworking and winning team and ability to multi-task in a fast-paced environment.
• Strong attention to detail when communicating with customers (verbal & written) and possess strong active listening skills.
• Second level analysis of the production issues, Coordination with Application vendor to get the production issue fixed in defined TAT.
• Ensure to maintain and document test cases of each application bugs.
• Fine Tuning of Application and database related queries.
• Ensure the system Bugs and Implement the changes within schedule.
• Safety and prevention planning and track a control on each activity.
• Maintain and update the master with proper business approvals.
• Keeping the production servers with critical OS and Application patches.
• Making automation of daily task.
• Review of Application users and roles as per schedule.
• Maintain all business requirement details in tracker.
• Management's approval on customization cost.
• Implement the CR's as per management priority.
• Ensure to deliver the CR or Project within the timeline given by business.
• Implement and keep all Applications related SOP process, policies and procedures up to date.
• Preparing and maintaining checklist for daily IT task.

Preparing and Maintaining all IT related document. Develop and implement Operations and business systems policies, standards and processes.
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