Application Support - Allied Application

VSM Software (P) Ltd is an ISO certified company catering to the global needs of Pharma and Banking industries.

In both these verticals, we offer solutions and services in specific areas.

VSM has

• Strong founding team based in India and the US

• A great leadership team who come with high levels of educational qualifications and relevant industry experience

• Skilled and trained IT and Subject Matter professionals

We have a local presence in 5 countries and are further expanding our delivery reach.

About the team

The LR and L1 Support teams are critical components of IT services, focusing on providing frontline technical assistance to clients. The L1 Support team handles the initial point of contact, addressing common technical issues such as troubleshooting software and hardware problems, resetting passwords, and assisting with system access. The team is adept at resolving high-volume, low-complexity queries, ensuring smooth operations for users. Meanwhile, the LR (Level Resolution) team focuses on more complex issues that require in-depth analysis and technical expertise, often escalating cases that cannot be resolved by L1. Together, both teams ensure timely and effective support, maintaining system uptime and customer satisfaction.

Responsibilities of LR Role

• Diagnose the underlying cause of recurring incidents.
• Coordinate with other support teams to develop long-term solutions.
• Work closely with developers to resolve bugs and suggest improvements.
• Test patches or updates before they are released to production.
• Analyze incident trends to minimize future occurrences.
• Ensure proper documentation of resolutions for knowledge sharing.
• Ensure timely resolution of issues based on Service Level Agreements (SLAs).
• Provide detailed reports on incidents and solutions for management reviews.
• Continuously update internal processes to improve efficiency.
• Create and update technical documentation and knowledge bases.

Responsibilities of L1 Role

• Act as the first point of contact for users or customers through phone, chat, or email.
• Log incidents or service requests in the ticketing system.
• Diagnose and resolve simple technical issues (e.g., password resets, connectivity issues).
• Escalate unresolved issues to L2 support when needed.
• Monitor systems and networks for alerts and errors.
• Ensure timely response to service disruptions or outages.
• Provide instructions and FAQs for common issues.
• Maintain detailed records of tickets and resolutions.
• Keep customers informed about the status of their requests.
• Escalate incidents to the appropriate teams (e.g., L2, L3) as per SLAs.