Senior Application Support Engineer

Purpose of the Role

Ensure stability, continuity, and continuous improvement of sales and distribution-related

applications and integrations (e.g., SFA, SAP SD touchpoints, reporting and interfaces). Own

L1/L2 support, incident/problem management, and drive root-cause resolution across apps,

database.

Key Responsibilities

Provide L1/L2 application support for Sales Operations systems (SFA/SalesBuzz or

similar), sales orders, pricing/promotions, customer master, and sales execution

workflows.

Handle incident management: triage, prioritize, troubleshoot, restore service, and

communicate status to business stakeholders.

Perform root cause analysis (RCA), implement permanent fixes, and reduce recurring

issues (problem management).

Support integrations/interfaces between sales apps and ERP (SAP SD or other), including

monitoring jobs, investigating failures, and validating data sync.

Strong involvement in database troubleshooting: analyze queries, stored procedures,

performance bottlenecks, data integrity issues, and implement fixes with proper controls.

Manage application changes: minor enhancements, configuration updates, UAT support,

release coordination, and post-deployment verification.

Create and maintain support documentation: runbooks, SOPs, escalation paths, known

errors, dashboards, and knowledge base articles.

Coordinate with vendors/partners and internal teams (Infrastructure, Security, ERP,

Data/BI) to ensure SLAs and smooth operations

Participate in on-call / after-hours support when needed for critical business operations.

Ticket handling with ITIL mindset (Incident / Problem / Change).

Hands-on troubleshooting across:

o Application layer (logs, configs, user flows)

o Database layer (SQL, data fixes, performance)

o Integration layer (APIs, jobs, message queues where applicable)

Writing clear RCA reports and driving corrective/preventive actions.

Stakeholder communication: business-friendly updates, ETA, workaround, closure notes.

Required Technical Skills

Database: Strong SQL knwoledge, joins, performance tuning basics, indexing concepts,

stored procedures/functions, data validation and reconciliation.

Application support tools: logs analysis, monitoring/alerting, ticketing systems

(ServiceNow/Jira/others).

Integration knowledge: REST APIs, file-based integrations, ETL/ELT basics, interface

monitoring, error handling and retries.

Reporting/BI awareness: ability to support data extracts/reports (Power BI/Tableau is a

plus).

Preferred / Nice-to-Have

SAP exposure (strong plus): SAP SD basics (sales order flow, customer/material master

touchpoints), interface monitoring, IDoc/PI/PO/CPI familiarity is a bonus.

FMCG experience: sales/distribution processes, route-to-market, promotions, trade

terms, van sales, distributor operations.

Experience supporting SFA / DMS / Sales Execution platforms

Ownership and urgency in production support.

Strong communication and documentation.

Analytical problem solver, able to work under pressure.

Collaboration mindset across IT and business teams