Application Infrastructure Specialist

1 day ago

Taguig, National Capital Region, Philippines beBeeSoftware Full time $40,000 - $80,000
Job Overview

The Application Operation Support Engineer is an essential role within our Delivery organization, responsible for ensuring critical applications used by customers are operational to meet business needs. This position involves combining expertise in incident, change, problem, capacity, and performance management, with a focus on the availability assessment of our services.

This role requires strong working relationships with Technical Supervisors, Customer Service Agents, and other tower support teams. A good understanding of customer businesses and environments is necessary, along with knowledge of ITSM & SLA standards. The successful candidate will be proactive in anticipating issues that impact service availability and take timely mitigation steps when required.

Additional responsibilities include supporting Technical Supervisors with documentation libraries, ensuring compliance with internal standards. This role also involves creating and updating technical documents for Level 1 engineers to follow for support.

Key Responsibilities:
  • •
Build Strong Working Relationships: Develop effective relationships with Technical Supervisors, Customer Service Agents, and tower support teams to ensure seamless collaboration and communication.

• Incident Management: Understand and comply with ITSM & SLA standards, observing the Incident Management lifecycle processes to ensure prompt resolution of issues impacting service availability.

• Technical Documentation: Collaborate with Technical Supervisors to maintain accurate and up-to-date documentation libraries, adhering to internal standards.

• Escalation Point: Serve as the escalation point for Application Operations Support Engineers 1, working closely with vendors and customers to resolve complex issues.

• Knowledge Sharing: Create and update technical documents for Level 1 engineers, providing clear guidance on support procedures.Required Skills and Qualifications:
  • Education: Bachelor's degree in Computer Science or equivalent courses
  • Experience: Proven experience in providing customer support through incident, requests, problem, and change management
  • Skills: Minimum of 2-year technical knowledge in applicable technologies such as application management, batch jobs, web hosting, middleware, databases, monitoring tools, platforms, scripting automation, DevOps, ticketing tools, and others
  • Languages: Excellent verbal and written English communication skills
  • Certifications: Knowledge of ITIL foundation certification is desirable
Benefits:
  • •
Health Insurance (HMO): Comprehensive health insurance coverage for employees and dependents upon hiring

• Life Insurance: Basic life insurance coverage from day 1 of employment

• Time Off: Generous vacation and sick leave policies, including expanded maternity and paternity leave options

• Professional Development: Opportunities for company-sponsored training, upskilling, and certification

• Recognition and Rewards: Recognition-based pay culture, promoting employee growth and engagementOther Information:
  • •
Work Environment: Healthy and encouraging work environment prioritizing SMART First arrangements and flexible work arrangements
Seniority level: Associate
Employment Type: Full-time
Job Function: Information Technology

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