L3 Application Support

1 week ago

Ayala Alabang, National Capital Region, Philippines GECO Asia Pte. Ltd Full time ₱30,000 - ₱60,000 per year
Job Summary:

We are hiring a Level 3 Application Support Engineer who will serve as the final escalation point for complex production issues across enterprise systems. This role requires advanced troubleshooting, code-level analysis, and leadership in incident, problem, and change management. You will work closely with internal teams and external stakeholders to ensure high-quality support, continuous service improvement, and system stability.

Key Responsibilities:
1. Incident Management
  • Own and resolve escalated (P1/P2) incidents from L1 and L2 teams with minimal supervision.
  • Perform deep root cause analysis at the code and data level.
  • Engage with end users to gather additional details and provide timely resolution.
  • Provide interim workarounds and permanent fixes, ensuring SLA compliance.
  • Lead incident resolution during critical outages, including after-hours support when needed.
2. Problem & Change Management
  • Identify recurring incidents and lead efforts to implement permanent solutions.
  • Review and evaluate change requests for feasibility and impact.
  • Define, implement, and validate corrective and preventive actions.
  • Document detailed root cause analysis, fixes, and lessons learned for knowledge sharing.
3. Code-Level Troubleshooting & Enhancement
  • Modify, debug, and optimize application code as needed for incident resolution or enhancements.
  • Collaborate with Development and QA teams on fixes and feature rollouts.
  • Follow secure and efficient coding practices aligned with project standards.
4. Service Improvement & Knowledge Sharing
  • Contribute to ongoing service improvement initiatives to reduce incidents and improve system performance.
  • Update knowledge base documents and SOPs for use by L1/L2 teams.
  • Provide mentoring and technical guidance to junior support engineers and developers.
5. Stakeholder Management
  • Collaborate with Business Users, IT Teams, and Project Managers to align support with business needs.
  • Provide regular updates and post-incident reports to stakeholders.
  • Participate in project transitions and system go-lives, ensuring operational readiness.
Qualifications:
Education:
  • Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or related field. Equivalent experience is also considered.
Experience:
  • 3+ years as a Java Developer with strong troubleshooting and coding experience.
  • 2+ years in L3 Application Support or similar senior technical role handling high-priority issues, problem management, and change implementation.
  • Experience in enterprise systems and production environments is essential.
Technical Skills:
  • Programming: Java (8 & 17), C#, .NET
  • Frameworks: Spring Boot, Legacy Spring, JSF / JSP
  • Frontend/Integration: Full Stack Development, RESTful APIs
  • Databases: MySQL
  • Servers & Tools: Tomcat 10.1, Maven, Ant
  • Versioning & CI/CD: GitFlow, Azure DevOps, TFS
  • Development Methodology: Agile / Scrum

Soft Skills & Traits:
  • Strong leadership in technical troubleshooting and resolution
  • Analytical mindset with a sense of urgency and accountability
  • Effective communicator, able to interact with technical and non-technical stakeholders
  • Team player with mentoring and knowledge-sharing capabilities
  • Adaptable, self-driven, and able to work independently under pressure

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