Support Solutions Specialist

10 hours ago

Manila, National Capital Region, Philippines beBeeApplication Full time ₱800,000 - ₱1,200,000
Job Title:
Support Solutions Specialist
Overview
As a key player in the Delivery organization, this role is crucial for ensuring business-critical applications are operational and meet customer demands. The Support Solutions Specialist will bring together expertise in incident, change, problem, capacity, performance, and configuration management, with a focus on availability assessment.

Responsibilities
The ideal candidate will:
• Build strong relationships with technical teams, supervisors, and customer service agents to ensure seamless support processes.
• Maintain awareness of customer businesses and their environments, as well as internal support processes.
• Comply with ITSM & SLA standards by adhering to incident management lifecycle processes.
• Anticipate issues impacting service availability and critical response time, taking proactive mitigation steps and escalating when necessary.
• Assist Technical Supervisors in maintaining documentation libraries, ensuring compliance with internal standards and updating as required.
• Serve as an escalation point for Application Operations Support Engineer 1, collaborating with vendors and customers as needed.
• Develop and update technical documents for Level 1 engineers to follow for support.
• Contribute to quality and productivity improvement projects, providing analysis and insights.
• Ensure adherence to established processes and best practices outlined by Technical Supervisors and Management.
• Provide technical consultation as a Subject Matter Expert (SME) to Shift Managers/Ops Leads or Service Run Leads.

Technical Skill Levels & Training
The successful candidate will possess knowledge in Shell scripting (Bash), ServiceNow (ticketing tool), and other skills including Application Management, Weblogic, JBOSS, MQ, databases (MySQL, MSSQL, Oracle DB, Cloud DBs (MongoDB)), cloud platforms (AWS), monitoring tools (Azure App Insight, ITRS), platforms (Windows, VM), scripting/automation tools (Python, Ansible, PowerShell, Visual Basic/VBA Excel, Power BI, PowerApps), and more.

What We Offer
Our comprehensive benefits package includes:
• Health insurance coverage for you and dependents upon hiring.
• Life insurance from day 1 of employment.
• Generous paid time off and sick leave policies.
• Enhanced maternity and paternity leave options.
• Non-taxable allowance (de-minimis).
• Company-sponsored trainings, upskilling, and certification opportunities.
• SMART First Working Arrangements.
• A 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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