Application Support Supervisor

4 weeks ago

Pasay, Philippines SMDC Full time

Overview

The Application Support Supervisor (L2 Support) is responsible for providing advanced technical support and troubleshooting for business-critical applications. This role involves resolving complex issues, collaborating with Level 1 support and development teams, and ensuring the stability and performance of applications.

Duties and Responsibilities
  1. Provide Level 2 troubleshooting for Applications and Support
    • Investigate and resolve complex application issues escalated from Level 1 support.
    • Participate during root cause analysis (RCA) for recurring or critical incidents.
    • Document solutions and update knowledge base (KDB / KEDB) for future reference.
    • Plan, review and update Method of Procedures (MOP).
    • Prepare, analyze and update Application-related Checklist.
  2. Technical Support
    • Provide advanced troubleshooting for application errors, performance issues, and system outages.
    • Monitor application performance and proactively identify potential issues.
    • Collaborate with development teams to resolve bugs and implement fixes.
    • 24x7 On-call Incident Analyst for escalated incidents.
    • Conduct failure point analysis for cross-platform systems.
  3. System Maintenance
    • Assist in the deployment of application updates, patches, and upgrades.
    • Perform routine maintenance tasks to ensure application stability and performance.
    • Perform application patching and performance tuning.
    • Monitor and manage application logs, alerts, and dashboards.
  4. Collaboration and Reporting
    • Work closely with cross-functional teams, including developers, database administrators, and infrastructure teams.
    • Prepare and present reports on incident trends, system performance, and support metrics.
    • Participate in post-incident reviews and contribute to continuous improvement initiatives.
  5. Compliance and Security
    • Ensure applications comply with organizational security policies and industry standards.
    • Assist in identifying and mitigating application vulnerabilities.
    • Execute application security (create and maintain users roles and privileges).
Qualifications and Skills
  1. Bachelor’s degree in Computer Science, Information Technology, or a related field.
  2. Good oral and written communication skills and the ability to work well with people at all levels.
  3. Must be able to work quickly and methodically; problem solver.
  4. Strong analytical and problem-solving abilities.
  5. Customer focused; a positive, take-charge attitude.
  6. Ability to work under pressure and manage multiple priorities.
  7. 4+ years working experience as application administration, management and/or developer.
  8. Solid knowledge in application lifecycle management including monitoring, troubleshooting, performance tuning, and optimization.
  9. Extensive software and application proficiency covering a wide variety of supported applications (e.g., Microsoft O365 / D365, OutSystems, SAP, DotNet, IIS, Apache, etc.).
  10. Proficiency in SQL and database management (e.g., MySQL, Oracle, SQL Server).
  11. Knowledge of scripting languages (e.g., Python, PowerShell, Bash).
  12. Understanding of APIs, web services, and integration technologies.
  13. Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.
  14. Familiarity with ITIL processes (Incident, Problem, and Change Management).
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