Experienced Application Support Specialist
24 hours ago
Job Title: Experienced Application Support Specialist
Description:
This role is for an experienced technical application support specialist to join our team in Manila. As a key member of our L2 Technical Application Support Center, you will provide critical support for in-scope applications and work closely with clients and 3rd party vendors.
Responsibilities:
- Techncial Support: Act as a point of contact between the client and the application support center, monitor jobs, production processes, systems availability, latency, and overall system health.
- Incident Management: Create Incidents / Service Requests / Problem tickets and assign to teams, create application incident reports, perform initial analysis and resolution for defined layers.
- Issue Resolution: Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems, and provide acceptable workarounds or resolutions.
- Escalation: Escalate further to L3 within a reasonable period with analysis and findings, triage, resolve, and conduct RCA.
- Major Incidents: Handle major incidents and join SWAT calls, identify, classify, prioritize, and remediate system issues.
- Reporting: Produce reports on defect/problem reporting data, build tools or establish processes to quickly triage issues and discover failures across the technology stack.
- Knowledge Base: Create and update the support knowledge base, lead the documentation process for overall application support.
Skill Requirements:
- Strong Experience: Strong experience in software engineering with a focus on Unix/Linux, Java environments.
- Java Proficiency: Proficient in Java; able to investigate and fix issues in code.
- Scripting Skills: Strong scripting skills in Shell, Bash, or similar.
- Azure Experience: Hands-on experience with Azure services (VMs, Functions, storage, App Services, Key Vault, Monitor, Log Analytics, Network Watcher).
- MQ/Kafka Knowledge: Good understanding of MQ/Kafka.
- SQL Querying: Able to create/update SQL queries to analyze/extract data.
- Job Monitoring Tools: Experience with job monitoring tools such as Control-M.
- API Knowledge: Good knowledge of APIs.
- Ticketing Tool: ServiceNow or similar ticketing tool.
- Education: Education: Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
Nice to Have Skills:
- Dynatrace Configuration: Configuration of Dynatrace or other monitoring/observability tools.
- Azure DevOps/GitHub Actions: Azure DevOps or GitHub Actions.
- CICD Tools: CI/CD tools (Azure DevOps, Jenkins, etc.).
- Alteryx: Alteryx or similar technology.
About the Role:
We look for individuals who are passionate about delivering high-quality work and continually seeking improvements. Our culture promotes work-life balance and personal effectiveness. We offer opportunities to acquire new knowledge and skills to progress your career.
Benefits:
- Support and Coaching: Support, coaching, and feedback from engaging colleagues.
- Continuous Learning: Opportunities to acquire new knowledge and skills to progress your career.
- Engaging Culture: Engaging culture that promotes work-life balance and personal effectiveness.
Job Function: This role is part of a professional services environment.
Seniority Level: Mid-Senior level
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