L3 Application Support

1 week 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. #J-18808-Ljbffr

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