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Cloud & Infrastructure

SME - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Dallas, United States

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Job Summary

The Application Helpdesk L3 provides advanced technical and functional support for business-critical applications. This role acts as the final escalation point beyond L1 and L2 teams and is responsible for deep root cause analysis, permanent fixes, and close collaboration with application vendors, development teams, infrastructure teams, and business stakeholders.

Key Responsibilities

Act as L3 escalation point for complex, recurring, or business-critical application. Manage day-to-day operation of help desk. Manage internal client communication channels (help desk site, email, phone, chat etc.) Assist internal clients with issues related to the use of the relevant application and provide resolutions. Track requests and tasks from initiation until closing. Maintain records of clients, FAQs, issues, and all other types of requests. Collect, compile and analyze data, and prepare reports on an ongoing basis. Identify potential articles to be added to the knowledge base. Handle communications and manage expectations around essential CMS information, guidelines and processes Facilitate communications among IT teams. Conduct surveys to improve the quality of service for helpdesk. Analyze application design and performance metrics and propose improvements.

Skill Requirements

Act as L3 escalation point for complex, recurring, or business-critical application incidents. Perform deep-dive analysis on application issues including logs, database queries, integrations, and configurations Identify root cause and provide permanent solutions rather than workarounds Handle VIP and executive escalations end-to-end until resolution Participate in Major Incident (MI) calls and post-incident reviews (PIR)

Other Requirements

Support Core Business Applications across environments (Prod / Non-Prod) Monitor application health, performance, and stability Apply configuration changes, patches, and hotfixes where permitted Validate fixes and deployments from development teams Maintain strong understanding of application architecture, data flows, and integrations

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