L2 Application Support

Alabang, Philippines

L2 Application Support

We are hiring for L2 application support roles in our company. You will be responsible to:

Analyzes, investigates, troubleshoots, configures applications used by end customers utilizing knowledge and experience in specific technology platforms and business domain’s processes within a specific period following agreed service level agreement timelines.

Follows the Standard Operation Procedures (SOP) in order to support system application of end customers within the defined Service Level Agreements (SLA).

Provides continuous service improvements to eliminate or prevent incidents or problems and improve service quality for end customers.

Job Responsibilities: 

  • Receives incidents from the L1’s for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
  • Performs deep analysis and investigation of the incident received from the L1’s.
  • Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
  • Consults and works with his or her Domain Lead regarding the incident as well as the business domain processes.
  • In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.
  • Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.
  • Consults and works with his or her Domain Lead regarding the problem.
  • Identifies and reports the need for a change request to resolve the problem.
  • Creates and documents root cause analysis details, workaround, and corrective/preventive actions.

Qualifications:

  • Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
  • Experience in business domain processes is preferred but not required
  • Strong Analytical and Problem solving skills
  • Fast learner in terms of understanding and analysing business processes
  • Strong familiarity and working knowledge on Incident, Problem, and Change Management
  • Highly Proficient in specific technology platforms and tools required by the business
  • Experienced with any ticketing system
  • Customer oriented and Good communication

If you are interested in this role, please send us your CV.

L2 Application Support

Job description

L2 Application Support

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