Application Support Specialist Leader group

Roles & Responsibilities (R&R)

• On-Site Technical Support
  • Provide hands-on, on-site technical support for deployed applications and systems to ensure uninterrupted service.
  • Perform daily system maintenance, health checks, and routine diagnostics to maintain system stability and operational efficiency.
• System Monitoring & Issue Resolution
  • Monitor system performance using diagnostic tools; proactively detect and address performance bottlenecks and technical issues.
  • Troubleshoot and resolve application and system errors promptly to minimize downtime.
• Implementation Collaboration
  • Collaborate with project teams during deployment phases to ensure seamless implementation and user adoption.
  • Validate deployed solutions against client requirements and functional specifications.
• Client Support & Escalation
  • Serve as the primary technical point of contact for clients, addressing technical inquiries and ensuring user satisfaction.
  • Escalate unresolved or critical issues to appropriate Tier-2/Tier-3 support with thorough documentation and tracking.
• Reporting, Documentation & Knowledge Transfer
  • Generate detailed reports on system performance, incidents, and resolutions for both internal teams and clients.
  • Maintain up-to-date documentation, including SOPs, technical references, and user guides.
  • Conduct user training sessions and internal knowledge transfers on system functionality and troubleshooting procedures.
• BI Dashboards & Reporting Support
  • Assist in the design, configuration, and deployment of interactive BI dashboards and automated operational reports.
  • Collaborate with business teams to gather reporting requirements and convert them into actionable data visualizations.
  • Perform data validation, ensure integrity, and derive insights from complaint trends, contractor performance, and SLA metrics.
  • Provide user support for Power BI and other visualization tools (e.g., Tableau, Qlik) integrated with IMS or enterprise databases.
  • Monitor report refresh cycles, troubleshoot errors, and optimize dashboard performance.

Skills

1. Technical Troubleshooting
   • Skilled in analyzing application logs, tracing errors, and performing root cause analysis.
   • Strong critical thinking and problem-solving abilities to resolve complex technical issues.
2. System & Network Administration
   • Experience with software patching, configuration, system tuning, and upgrades.
   • Working knowledge of network protocols, systems integration, and relational database management.
3. BI & Data Analytics
   • Proficiency in Power BI, DAX expressions, and dashboard customization.
   • Familiarity with data modeling, SQL queries, and performance optimization.
   • Ability to manage live dashboards, scheduled reporting, and data monitoring.
4. Client Communication
   • Strong interpersonal skills for effective collaboration with end-users, stakeholders, and vendors.
   • Capable of simplifying technical concepts for non-technical audiences.
5. Tools & Platforms
   • Monitoring and diagnostic tools
   • Incident/ticketing systems (IMS or similar)
   • Reporting tools: Power BI, Microsoft Excel, SQL Server Reporting Services (SSRS)
6. Work Ethic
   • Ability to work independently under pressure, manage priorities, and handle multiple tasks simultaneously.