Application Support Engineer

1 day ago

Manila, Philippines DXC Technology Full time

Overview

The Application Operation support engineer in the Delivery organization is an important role making sure critical applications used by the customer are up and running to cater to business requirements. Bringing together the competencies in incident, change, problem, capacity and performance, and configuration management, and specifically owning the availability assessment. Focusing ultimately on the availability of our services and presenting the team's performance to the supported accounts.

Responsibilities
  • Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support, and technology teams.
  • Maintain good awareness of the customers business and in-depth knowledge of the customers environment and support processes.
  • Comply with ITSM & SLA standards by observing the Incident Management lifecycle processes.
  • Proactively anticipate issues or situations that impact service availability and critical response time, and take mitigation steps; escalate to management as appropriate.
  • Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards; update documentation as required.
  • Act as escalation point for Application Operations Support Engineer 1, working with the vendor and the customer as needed.
  • Create and update technical documents that the Level 1 engineer will follow for support.
  • Contribute to quality and productivity improvement projects, providing analysis of information.
  • Ensure adherence to processes and best practices outlined by the Technical Supervisor and Management.
  • Provide technical consultation as Subject Matter Expert (SME) to the Shift Manager / Ops Lead or Service Run Lead.
Technical Skill Levels & Training
  • Follow training plans, requirements and schedules as outlined by the Technical Supervisor.
  • Complete and stay up to date with all mandatory trainings (ITSM, Security Fundamentals, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct).
  • Mandatory skills: Shell scripting (Bash); ServiceNow (ticketing tool).
  • Non-negotiable from Mandatory Skills: Shell scripting (Bash).
  • Nice-to-have skills: Application Management (Support, Development, Testing); Weblogic and JBOSS, MQ; Database: MySQL, MSSQL, Oracle DB; Cloud DBs (MongoDB); AWS Knowledge; Monitoring tools (Azure App Insight, ITRS); Platform: Windows, VM; Scripting/Automation: Python, Ansible, PowerShell, Visual Basic/VBA Excel, Power BI, PowerApps; Other: CyberArk, Confluence.
What awaits you in DXC
  • Health Insurance (HMO) for you and dependents upon hiring
  • Life Insurance coverage from day 1 of employment
  • 15 - 20 days vacation and 15 days sick leave
  • Expanded maternity leave up to 120 days and maternity benefits
  • Expanded paternity leave up to 30 days
  • Non-Taxable Allowance (De-minimis)
  • Company-sponsored trainings, upskilling, and certification
  • SMART First Working Arrangements
  • Healthy and encouraging work environment
  • Recognition and pay-for-performance culture
  • Supplemental pay (standby/shift)
  • Retirement program
  • Employee Assistance Program
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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