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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

Experience & Skills

• 3–4 years of relevant experience in application support, IT operations, or incident management
• Proven ability to work in a fast-paced, globally distributed support environment
• Strong analytical and problem-solving skills with the ability to make sound operational decisions
• Excellent written and spoken English communication skills for global stakeholder interaction
• Ability to prioritize multiple tasks effectively and work independently with minimal supervision
• Spanish or Portuguese language skills are an added advantage for global support coverage

Technical Expertise

• 2–3 years of hands-on experience in application support or incident management roles
• Good understanding of ITIL-based support frameworks and service management concepts
• Experience working with ticketing tools, monitoring systems, and vendor-managed applications
• Ability to understand both functional and technical aspects of enterprise applications

Qualifications

• Graduate degree in Technology (B.Tech or equivalent)
• ITIL Foundation knowledge or certification preferred

• Work with colleagues and clients around the world on interesting and challenging work.
• We provide internal career opportunities, so you can take your career further within TMF.
• Continuous development is supported through global learning opportunities from the TMF Business Academy.

• You’ll be helping us to make the world a simpler place to do business for our clients.
• Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

• Strong feedback culture to help build an engaging workplace.
• Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
• Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.
• At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.

• Anniversary & Birthday Leave policy
• Be part of One TMF
• Paternity & Adoption leaves
• Salary advance policy
• Work flexibility – Hybrid work model
• Talk about growth opportunities (we invest in talent)
• Well-being initiatives