1. Job Purpose

To provide technical and functional support for enterprise applications, ensuring system stability, performance, and business continuity. The role requires strong SQL and programming capabilities to troubleshoot application issues, analyze data, develop system enhancements, and drive continuous improvement through automation and AI-enabled solutions.

2. Key Responsibilities

A. Application Support & Maintenance

Provide Level 2 application support for enterprise and business applications.
Investigate, troubleshoot, and resolve application incidents, system errors, integration failures, and performance issues.
Monitor application health, interfaces, scheduled jobs, and system availability.
Perform root cause analysis (RCA) and implement preventive measures to minimize recurring incidents.
Coordinate with business users, infrastructure teams, and external vendors to resolve technical issues.
Maintain application documentation, technical specifications, and standard operating procedures (SOPs).

B. SQL & Database Management

Develop and execute SQL queries for data extraction, validation, reconciliation, and troubleshooting.
Analyze database tables, relationships, stored procedures, and application data flows.
Investigate data inconsistencies, transaction failures, and application performance issues.
Support database optimization, reporting requirements, and data integrity improvements.
Work with databases such as Microsoft SQL Server, MySQL, PostgreSQL, or Oracle.

C. Programming & System Enhancement

Develop, maintain, and troubleshoot application scripts, programs, and system interfaces.
Support minor application enhancements, bug fixes, and change requests.
Develop API integrations, automation scripts, and utilities to improve system functionality.
Participate in system testing, user acceptance testing (UAT), deployment, and post-implementation support.
Apply secure coding practices, version control, and change management procedures.

D. AI & Automation Initiatives

Proactively identify repetitive manual tasks and opportunities for process automation.
Develop automation solutions using scripting, RPA, workflow tools, or AI technologies.
Explore practical applications of AI in incident analysis, application monitoring, reporting, and technical support.
Leverage AI-assisted development tools to improve coding efficiency, troubleshooting, and documentation.
Evaluate and propose innovative solutions to improve operational efficiency, reduce manual effort, and enhance user experience.
Ensure automation and AI solutions comply with organizational security, data protection, and governance requirements.

E. System Integration & Project Support

Support integration between enterprise applications, databases, APIs, and external systems.
Participate in application upgrades, system migrations, and digital transformation projects.
Assist with technical assessments, impact analysis, and implementation activities.
Work closely with business stakeholders to understand requirements and translate them into technical solutions.

3. Qualifications & Technical Requirements

Education

Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or a related discipline.

Experience

Executive: 2–4 years of relevant experience in application support, software development, or database management.
Senior Executive: 4–6 years of relevant experience in enterprise application support and technical troubleshooting.

Mandatory Technical Skills

Strong SQL knowledge, including joins, stored procedures, query optimization, and data troubleshooting.
Working knowledge of at least one programming language, such as Python, Java, C#, JavaScript, or .NET.
Experience troubleshooting application errors, database issues, and system integrations.
Understanding of REST APIs, JSON, web services, and application interfaces.
Familiarity with application deployment, incident management, and change management processes.

Added Advantages

Experience with AI-assisted development tools, such as GitHub Copilot or ChatGPT.
Knowledge of automation tools such as Power Automate, UiPath, or Python scripting.
Exposure to Microsoft Azure, AWS, or cloud-hosted enterprise applications.
Experience with ERP, Dealer Management Systems (DMS), SAP, or other enterprise applications.
Familiarity with Power BI, data analytics, and reporting automation.
Knowledge of Git, CI/CD pipelines, and DevOps practices.

4. Key Competencies

Analytical Thinking: Strong ability to investigate complex application and data-related issues.
Problem Solving: Ability to identify root causes and implement sustainable solutions.
Automation Mindset: Proactively seeks opportunities to eliminate repetitive tasks and improve efficiency.
AI & Innovation: Willingness to explore and adopt emerging technologies to enhance application support.
Technical Learning Agility: Ability to quickly learn new programming languages, tools, and platforms.
Communication: Able to explain technical issues clearly to business users and stakeholders.
Ownership & Accountability: Takes responsibility for incident resolution, system reliability, and continuous improvement.
Teamwork: Collaborates effectively with internal teams, business users, and vendors.

5. Key Performance Indicators (KPIs)

KPI AreaPerformance Expectations

-Application Availability : Maintain system stability and minimize unplanned disruptions

-Incident Resolution : Resolve incidents within agreed SLA

-Root Cause Analysis : Reduce recurring incidents through permanent fixes

-SQL & Technical Support : Ensure accuracy and timely resolution of data-related issues

-Automation & Improvement : Deliver measurable improvements through automation

-AI Adoption : Identify and implement practical AI-assisted support use cases

-System Enhancement : Deliver assigned changes within agreed timelines and quality standards

-Documentation : Maintain accurate technical documentation and SOPs

6. Expected Outcome

The successful candidate should be capable of independently troubleshooting application and database issues, developing technical solutions, and actively driving automation and AI adoption to improve application support efficiency, reliability, and overall business productivity.

Application & System Support