L3 Application Support

● Last level of application support that performs deep analysis, troubleshoots, modifies the

code and data of applications used by end customers in production environments

applying knowledge in programming techniques and experience in specific technology

platforms following agreed service level agreement timelines.

● Follows the Standard Operation Procedures (SOP) in order to support system application

of end customers

● Provides continuous service improvements to eliminate or prevent incidents or problems

and improve service quality for end customers.

● Contributes to the team’s continuous service improvements to eliminate or prevent

incidents or problems.

● Leads a project in defining tasks, project deliverable and schedules of the resources

assigned to the project.

● Can directly communicate with end customers for support requirements.

● They are the last level of Application Support.

II. KEY RESULTS AREAS/JOB RESPONSIBILITIES: (Describes the results for which the

position has an on-going accountability. Accountabilities are statements of the important end

results, which the job needs to achieve to justify its existence. Each accountability statement

should relate to a single end result which must be accomplished and to which some

measurement of performance can be applied.)

1. Incident Management

a. Receives incidents from the L2 Application Support for resolution and support and

works continuously with them to gain information beneficial to the resolution of the

incident.

b. Performs deep analysis and investigation of the incident received from the L2

Application Support.

c. Diagnose faults and determine whether new incidents are related to known errors

or existing incident records.

d. Consults and works with his or her Immediate Superior regarding the incident as

well as the business domain processes.

e. In case of P1 incidents and being the final level of application support, L3

application support is expected to diagnose and to identify root cause and provide

a workaround or solution to the incident as quickly as possible.

f. If a P1 incident occurs after working hours then he or she would have to be

available to resolve the issue on priority.

g. Directly communicates with end customers for additional information of the

incident.

h. Contributes to the knowledge base essential for continuous process improvement

of Application Support.

2. Problem Management

a. Identifies, reports and submits details of potential problems to Problem Manager

for his or her review.

b. Reviews, analyzes, and investigates the problem in order to identify its root cause

and provide corrective action/permanent solution or preventive action.

c. Consults and works with his or her Immediate Superior regarding the problem.

d. Creates and documents root cause analysis details, workaround, and

corrective/preventive actions.

e. Implements corrective/preventive actions to the problem

f. Verifies if the action has addressed the root cause. Additionally, ensures that the

implemented action does not result in another incident.

g. Provides an update to the Problem Manager and Immediate Superior regarding the

outcome of the implementation.

3. Change Management

a. Identifies the incident or problem if it requires a change request to resolve the

issue.

b. Understands and analyzes business processes and provides inputs to further

enhance or improve and to clarify the change request requirements.

c. Evaluates change requests to determine feasibility, time required, compatibility and

dependencies with current system(s).

d. Consults with Immediate Superior or directly communicates with end users to

clarify change request requirements

e. Must ensure that best practice is followed and must always be applied on all

projects.

f. Converts change request requirements into sequence of detailed instructions and

logical steps for coding into language that will be processed by computer, applying

knowledge of computer programming techniques and languages.

g. Codes computer programs following standard coding procedures defined and

performs unit testing.

4. Customer Service

a. Manages customer relationships and maintains high quality service ensuring

customer satisfaction.

b. Assists users to resolve major and complex problems in running computer programs.

c. Assists in the knowledge transfer during project turn-over.

d. Proactively provides updates to the customer on the progress of the initiative.

5. Administrative

a. Understands and complies with CMMI standards of the organization.

b. Maintains and updates daily monitoring of service deliverables;

c. Prepares and submits of needed reports;

d. Can conduct technical assessment of applicants;

6. Teamwork

a. Consults with his or her Immediate Lead for direction, guidance, work and

performance details, career development and also raises issues, concerns and

suggestions for his or her own betterment as well as for team and organization.

b. Ensure continuity of providing service by flexibly adjusting to help other team

members.

c. Assists in the knowledge transfer during project turn-over.

7. Learning and Development

a. Expand knowledge on business process and IT related information;

b. Stay abreast of current technology, systems information, problems, changes and

updates relevant to the team;

c. Extends help or conducts training to Application Support members as well as Analyst

Programmers in giving technical expertise or know how

8. Performance of other tasks as may be assigned