Job Title: Application Support Specialist – L1
About Sharaf DG
Sharaf DG is a leading electronics and technology retailer in the Middle East with a strong omnichannel presence in UAE, Oman, Bahrain, KSA and Egypt. With over two decades of growth and :$1B+ revenue, the company is now entering a transformation phase driven by data, analytics, and AI-led decision systems.
About The India GCC (Hyderabad)
Sharaf DG operates its analytics division in Dubai and now plans to scale up analytics to create innovations, product, and AI capabilities by setting up a GCC in Hyderabad to support its Middle East & Africa operations. Sharaf DG has operated BPO in Hyderabad since 2018 for finance function and has the necessary infrastructure and expertise for setting up a full-fledged GCC in Hyderabad.
The GCC will focus on:
- Driving data-led decision-making and automation in the field of Supply chain management, Process optimization and Omni channel Consumer experience
- Building scalable analytics and AI systems
- Transitioning operations from manual processes to system-led execution
Role Summary:
We are looking for a proactive and reliable L1 Application Support Specialist to act as the first point of contact for incidents and support requests across our eCommerce, marketplace, and other digital applications. This role not only addresses user-reported issues but also involves proactive system monitoring, alert management, and early issue identification to ensure smooth and uninterrupted business operations. The L1 Specialist plays a key role in keeping our platforms stable and responsive by resolving issues promptly or escalating them appropriately.
Key Responsibilities:
- Act as the front-line support contact for digital applications, including eCommerce, marketplace, and internal business tools.
- Proactively monitor system dashboards, alerts, and logs to identify anomalies, errors, or performance degradation.
- Respond immediately to system alerts or warnings, attempting first-level resolution or escalating to relevant teams.
- Identify and resolve issues before they impact business users, minimizing downtime or disruptions.
- Handle incoming incidents, access requests, and support tickets through ITSM tools (e.g., Jira Service Desk, ServiceNow).
- Provide quick fixes or guided troubleshooting to users for login issues, configuration errors, or workflow blockers.
- Accurately log issues with detailed steps, screenshots, and observed behavior.
- Escalate unresolved tickets to L2/L3 teams, ensuring context, logs, and impact are clearly documented.
- Assist with routine validations during deployments, including environment smoke tests and UAT support.
- Maintain a growing knowledge base of issues, solutions, FAQs, and common user errors.
- Collaborate with QA and development teams to ensure known bugs are tracked and user impact is minimized.
Required Qualifications:
- Diploma or Bachelor's degree in IT, Computer Science, or a related field.
- 3+ years of experience in application or technical support, ideally within a digital or eCommerce environment.
- Basic knowledge of APIs, web applications, and mobile platforms.
- Familiarity with ticketing systems and monitoring dashboards (e.g., Kibana, Grafana, Datadog).
- Understanding of incident lifecycle and SLA-based response models.
- Excellent communication skills in English; Arabic is a plus.
- Fast learner with strong troubleshooting and analytical thinking.
Preferred Qualifications:
- Experience with eCommerce or retail platforms (e.g., Magento, Shopify, Salesforce Commerce Cloud).
- Exposure to SQL queries and basic log file analysis.
- Familiarity with monitoring and alerting tools used in production environments.
- ITIL Foundation certification or similar is a plus.
Soft Skills & Traits:
- Proactive mindset with strong sense of ownership and accountability.
- Calm under pressure, with the ability to prioritize and multitask in a dynamic environment.
- Detail-oriented with strong documentation and follow-up habits.
- Eagerness to grow technically and progress toward more advanced support or development roles.
