Software Application Support (6 Months Contract/ Renewable)

Аналитика рынка

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Описание

The Software Application Support is responsible for supporting end users by troubleshooting system issues, coordinating with internal technical teams, and ensuring incidents are resolved within the agreed Service Level Agreement (SLA). This role also supports operational tracking, maintenance coordination, and project-related activities by working closely with Development Leads, Project Managers, and cross-functional teams to ensure smooth system operations and customer satisfaction. Key Responsibilities Receive and manage support requests, incidents, and inquiries from end users through email, phone, ticketing systems, or other communication channels Investigate, troubleshoot, and identify root causes of application or system issues, including collecting logs, screenshots, and relevant supporting information for further analysis Coordinate and follow up with Developer and related teams to ensure issues are resolved within the agreed SLA timeline Escalate unresolved or critical incidents to the appropriate teams and monitor progress until closure Track, monitor, and summarize Man-Day (MD) utilization and remaining allocation for projects or support activities Prepare incident reports, issue summaries, operational reports, and presentation materials for internal stakeholders and management review Work closely with Development Leads and Project Managers to support project operations, issue tracking, deployment coordination, and maintenance activities Verify system functionalit

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