- Analyse, troubleshoot, and resolve complex application issues (functional and technical) on the .NET-based platform, including user access, data issues, workflows, integrations, and performance.

- Work closely with HR, payroll, and other stakeholder teams to understand issues, reproduce problems, and provide clear, user-friendly resolutions.

- Collaborate with development / L3 teams for defect analysis, bug fixes, enhancements, and change deployments; follow through until closure.

- Monitor application health, scheduled jobs, and interfaces; proactively identify and address recurring issues or risks.

- Document root cause, workarounds, and permanent fixes; contribute to and maintain a knowledge base for L1 and end users.

- Participate in release/UAT cycles for Unnati changes, validate fixes, and support production rollouts.

- Ensure compliance with Micro labs IT processes for incident, problem, and change management, including proper ticket logging and reporting.

- Provide guidance to L1 support team members and help improve support processes and user experience.

Required Skills and Qualifications :

- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).

- Minimum 4 years of experience in application support, with at least 3- 4 years in L2 support roles.

- Experience supporting enterprise business applications, preferably HRMS/HCM or similar business-critical systems.

- Hands-on experience with applications built on the .NET stack (ability to read logs, understand basic architecture, and coordinate effectively with developers).

- Good understanding of incident, problem, and change management processes and working with ticketing tools.

- Analytical and problem-solving skills with ability to diagnose complex issues across application, data, and user process.

- Ability to interact confidently with HR and senior functional users.

Good to Have :

- Experience in pharma / manufacturing domain or supporting applications in regulated enterprise environments.

- Exposure to SQL for basic data checks, queries, and troubleshooting.

- Experience with integrations between HRMS and other enterprise systems (e.g., payroll, ERP).