L2 Application Support

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

About the team

The Application Support L2 team provides advanced technical support for business applications. They handle escalated issues from the L1 support team, troubleshoot complex problems, and ensure the stability and performance of applications. Responsibilities include investigating and resolving software bugs, performing system configurations, and collaborating with development teams for fixes or updates. The L2 team also monitors system performance, assists with user training, and provides detailed incident reports. Their goal is to maintain smooth operation, minimize downtime, and enhance the user experience by addressing technical issues efficiently.

Responsibilities

• Handle escalated issues from the L1 team, troubleshoot complex application problems, and resolve issues pertaining to CBS application
• Log, track, and resolve incidents within defined SLAs (Service Level Agreements), ensuring minimal disruption to business operations
• Continuously monitor application performance and availability, proactively addressing issues to prevent downtime
• Work closely with developers to identify, diagnose, and fix application issues, including implementing patches and updates
• Perform application configurations, fine-tuning, and adjustments to enhance performance and scalability
• Assist end-users with application issues, provide guidance on best practices, and deliver training where necessary