L3 Application Support

2 days ago

Muntinlupa, Philippines Hunter's Hub Inc. Full time

Qualifications

  • Bachelor’s/College Degree in Computer Science, Computer Engineering, IT, or related field
  • Other degrees acceptable with extensive relevant experience
  • 3+ years in computer programming, analysis, troubleshooting applications
  • 1+ year in Level 2 Application Support
  • Experience in Incident, Problem & Change Management
  • Familiarity with business domain processes (preferred)
  • Knowledge of multiple programming languages
  • Full stack expertise (mandatory)
  • Strong .NET experience (mandatory).
Job Summary
  • Final level of application support
  • Performs deep analysis, troubleshooting, code and data modification in production systems
  • Ensures SLA compliance
  • Follows SOPs in system support
  • Provides continuous service improvements
  • Leads projects including task definition, deliverables, scheduling resources
  • Direct customer communication for support requirements
  • Serves as last escalation point for application support.
Responsibilities / Areas of Accountability Incident Management
  • Receive incidents from L2 support, analyze, and resolve.
  • Perform deep investigation, diagnose faults, link to known errors.
  • Consult with immediate superior and consider business processes.
  • Handle P1 incidents with urgency, provide root cause/workaround.
  • Available after hours for priority incidents.
  • Communicate directly with end customers for additional information.
  • Contribute to knowledge base for process improvement.
Problem Management
  • Identify, report, and document potential problems.
  • Analyze and investigate root cause, propose corrective or preventive actions.
  • Consult and collaborate with superior.
  • Document RCA, workarounds, solutions.
  • Implement corrective actions, validate resolution, avoid new issues.
  • Provide updates to Problem Manager and leadership.
Change Management
  • Identify need for change requests from incidents/problems.
  • Analyze business processes, clarify requirements.
  • Evaluate feasibility, compatibility, dependencies.
  • Consult with superior and/or end users.
  • Follow best practices in project execution.
  • Translate requirements into coding instructions.
  • Code programs, perform unit testing per standards.
Customer Service
  • Manage customer relationships, ensure satisfaction.
  • Resolve major/complex issues in running applications.
  • Participate in knowledge transfer during project handover.
  • Provide proactive updates to customers.
Administrative
  • Ensure compliance with CMMI standards.
  • Monitor and update service deliverables daily.
  • Prepare and submit reports.
  • Conduct technical assessments of applicants.
Teamwork
  • Consult with immediate lead for guidance, career growth, and feedback.
  • Support team continuity by flexibly assisting others.
  • Share knowledge during turnovers.
Learning & Development
  • Expand IT/business process knowledge.
  • Stay updated on technology, system changes, and best practices.
  • Provide training and mentorship to Application Support and Analyst Programmers.
Other Tasks
  • Perform additional assignments as required.
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