Associate - Digital Platform Support

Application & Operational Support

• Provide day-to-day application support across business, technical, and operational domains for Digital HRP tools and related platforms
• Ensure stable application performance and minimize disruptions to business operations
• Monitor application health, system alerts, and operational dashboards to proactively identify risks

Incident, Problem & Request Management

• Log, track, and manage incidents, service requests, and issues within defined SLAs
• Perform root cause analysis for recurring issues and contribute to long-term resolution strategies
• Escalate complex or critical issues appropriately and ensure timely follow-ups until closure

Vendor & Stakeholder Coordination

• Act as a liaison between TMF internal teams and external vendors for third-level support
• Coordinate issue resolution activities with vendors, ensuring compliance with contractual SLAs
• Participate in internal and vendor-facing meetings to discuss performance, issues, and improvements

Technical Troubleshooting & Issue Resolution

• Diagnose and resolve application-related technical and operational problems
• Provide clear and effective communication to users regarding issue status, resolution timelines, and workarounds
• Support release activities, fixes, and minor enhancements as required

Process, Documentation & Compliance

• Follow ITIL-based processes and TMF operating model standards strictly
• Create, maintain, and continuously improve application support documentation, SOPs, and knowledge base articles
• Ensure audit readiness and compliance with internal governance standards

Team & User Support

• Support global users, including participation in rotational shifts where required
• Train, guide, and support new team members to ensure smooth onboarding and knowledge transfer
• Share best practices and contribute to team learning and continuous improvement initiatives