Application Support Lead

Job Summary

To ensure smooth functioning of enterprise IT applications by providing effective support, resolving user issues, and maintaining system performance. The role also contributes to application enhancements and supports business processes within the paper manufacturing environment.

Key Responsibilities:

Application Support & Issue Resolution

• Provide first and second-level support for SAP modules and other enterprise applications
• Troubleshoot and resolve user-reported issues to minimize downtime
• Escalate complex issues to development teams or external vendors

AI Data Modeling & Mining

• Support data preparation and AI-driven modeling initiatives
• Analyze data to derive actionable insights for automation and decision-making
• Drive proactive improvements in key business processes

System Maintenance

• Monitor application performance to ensure system stability and reliability
• Perform routine maintenance including updates, patches, and backups
• Ensure adherence to IT policies, standards, and compliance requirements

User Training & Documentation

• Conduct user training sessions and provide ongoing support
• Develop and maintain user manuals and knowledge base documentation
• Document recurring issues and standard solutions

Change & Release Management

• Assist in implementing system upgrades, enhancements, and new features
• Coordinate testing, deployment, and rollout activities
• Ensure adherence to change management processes

Collaboration & Communication

• Act as a bridge between business users and technical teams
• Translate business requirements into technical specifications
• Communicate system updates, issues, and resolutions effectively

Continuous Improvement

• Identify opportunities for process and system improvements
• Collaborate with cross-functional teams to enhance system efficiency and user experience

Skills & Knowledge

Technical / Functional

• SAP and enterprise application support
• Troubleshooting and system maintenance
• Basic AI/data analysis understanding
• System integration and change management
• Documentation and reporting

Behavioral

• Problem-solving and analytical thinking
• Communication and stakeholder management
• Collaboration and teamwork
• Adaptability and ownership
• Attention to detail

Qualifications & Experience

• B.Tech / Bachelors in IT or related field
• 8–12 years of experience in SAP/application support