L2 Application Support

VSM Software (P) Ltd isan ISO certified company catering to the global needs of Pharma and Bankingindustries.

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

TheApplication Support L2 team provides advanced technical support for businessapplications. They handle escalated issues from the L1 support team, troubleshoot complex problems, and ensure the stability and performance ofapplications. Responsibilities include investigating and resolving softwarebugs, performing system configurations, and collaborating with developmentteams for fixes or updates. The L2 team also monitors system performance, assists with user training, and provides detailed incident reports. Their goalis to maintain smooth operation, minimize downtime, and enhance the userexperience by addressing technical issues efficiently.

Responsibilities

• Handleescalated 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
• Continuouslymonitor application performance and availability, proactively addressing issuesto prevent downtime
• Workclosely with developers to identify, diagnose, and fix application issues, including implementing patches and updates
• Performapplication configurations, fine-tuning, and adjustments to enhance performanceand scalability
• Assistend-users with application issues, provide guidance on best practices, anddeliver training where necessary