Location: Gurgaon
Experience: 23 years
Candidates must be currently based in Gurgaon. Applicants requiring relocation are requested not to apply for this position.
Role Overview
We are looking for a proactive and detail-oriented L1 Application Support Engineer to manage and support business-critical applications including POS (Point of Sale), OMS (Order Management System), and ERP systems.
The role involves handling Level 1 incidents, performing initial troubleshooting, ensuring timely resolution or escalation, and coordinating with internal and external Level 2 teams.
Key Responsibilities
- Provide Level 1 support for POS, OMS, ERP, and related business applications
- Monitor application alerts, logs, and incident queues to ensure system availability
- Perform initial diagnosis, troubleshooting, and resolution of incidents within defined SLAs
- Log, track, and manage incidents through ticketing systems
- Escalate complex issues to L2/internal teams or external vendors with proper analysis and documentation
- Coordinate with cross-functional teams to ensure quick resolution of issues
- Validate data and troubleshoot issues related to integrations between systems (POS OMS ERP)
- Perform basic database queries for troubleshooting (read/update where applicable)
- Support daily operational activities, including monitoring batch jobs, data sync, and interfaces
- Communicate effectively with business users on issue status, resolution timelines, and workarounds
- Maintain documentation for common issues, SOPs, and knowledge base articles
Required Skills & Qualifications
Technical Skills
- Basic to intermediate understanding of:
- Databases (SQL queries, data validation, troubleshooting)
- System integrations (APIs, file-based, middleware)
- Web applications (basic understanding of frontend/backend flow, logs)
- Familiarity with:
- POS, OMS, or ERP systems (any platform experience is acceptable)
- Ticketing tools like ServiceNow, Jira, or similar
- Log analysis and monitoring tools
Core Competencies
- Strong analytical and problem-solving skills
- Excellent communication skills (written and verbal)
- Ability to triage issues effectively and prioritize based on business impact
- Good coordination skills to work with internal teams and external vendors
- Customer-focused mindset with a sense of ownership
Preferred Qualifications
- Experience in retail domain or supporting retail applications
- Exposure to integration troubleshooting and data reconciliation
- Basic understanding of cloud environments or SaaS applications
Key Performance Indicators (KPIs)
- Incident response and resolution time (SLA adherence)
- First-level resolution rate
- Quality of incident documentation and escalation
- User satisfaction and communication effectiveness
Why Join Us
- Opportunity to work on critical retail systems (POS, OMS, ERP)
- Exposure to global IT operations and integrations ecosystem
- Collaborative environment with growth into L2/L3 roles
