Associate - Digital Platform Support

Discover the Role The Associate Digital Platform Support is responsible for ensuring smooth day-to-day operations of Digital HRP tools and related applications. The role focuses on incident management, issue resolution, and application stability while following ITIL and TMF best practices. The associate works closely with vendors and internal IT teams to provide high-quality global support. This position also contributes to documentation, knowledge sharing, and continuous service improvement. Key Responsibilities 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 Key Requirements 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 What s in it for you Pathways for career development 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. Making an impact 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. A supportive environment 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. Other Benefits 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 We re looking forward to getting to know you! Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.