Provide support for the HR Management System and related components, resolving tickets received from plant and local organisation users.
Analyse, troubleshoot, and resolve complex application issues (functional and technical) on the .NET-based platform, including user access, data issues, workflows, integrations, and performance.
Work closely with HR, payroll, and other stakeholder teams to understand issues, reproduce problems, and provide clear, user-friendly resolutions.
Collaborate with development / L3 teams for defect analysis, bug fixes, enhancements, and change deployments; follow through until closure.
Monitor application health, scheduled jobs, and interfaces; proactively identify and address recurring issues or risks.
Document root cause, workarounds, and permanent fixes; contribute to and maintain a knowledge base for L1 and end users.
Participate in release/UAT cycles for Unnati changes, validate fixes, and support production rollouts.
Ensure compliance with Micro labs IT processes for incident, problem, and change management, including proper ticket logging and reporting.
Provide guidance to L1 support team members and help improve support processes and user experience.
Required Skills And Qualifications
Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).
Minimum 6 years of experience in application support, with at least 3- 4 years in L2 support roles.
Experience supporting enterprise business applications, preferably HRMS/HCM or similar business-critical systems.
Hands-on experience with applications built on the .NET stack (ability to read logs, understand basic architecture, and coordinate effectively with developers).
Good understanding of incident, problem, and change management processes and working with ticketing tools.
Analytical and problem-solving skills with ability to diagnose complex issues across application, data, and user process.
Ability to interact confidently with HR and senior functional users.
Good To Have
Experience in pharma / manufacturing domain or supporting applications in regulated enterprise environments.
Exposure to SQL for basic data checks, queries, and troubleshooting.
Experience with integrations between HRMS and other enterprise systems (e.g., payroll, ERP).
