Level 2 Functional SME

5 days ago


Ortigas Post Office P, Philippines Indra Full time ₱900,000 - ₱1,200,000 per year

Roles and Responsibilities

  • Handle escalations from Level 1 related to business rules, workflows, or application functionality.
  • Analyze issues to determine whether they are process-related, configuration-based, or require development (L3) intervention.
  • Work closely with stakeholders to validate business requirements and clarify functional impacts of issues.
  • Provide functional workarounds where possible, minimizing downtime or disruption.
  • Collaborate with L2 technical support and developers to resolve cross-functional incidents.
  • Participate in root cause analysis (RCA) and ensure fixes address both technical and functional gaps.
  • Support testing of patches, enhancements, and new features to confirm business alignment.
  • Document recurring functional issues, workarounds, and resolutions for L1 and business teams.
  • Provide training or knowledge-sharing sessions to support teams and end-users.
  • Recommend process improvements to enhance system usability and reduce recurring incidents

Technical Qualifications

  • Graduate of Bachelor Degree (more than 3 years)
  • Amendable to work 100% onsite in Ortigas & shifting (including on call support).
  • Strong functional understanding of applications built on Angular, Flutter, and
  • Experience in application support or IT operations with exposure to production incident handling.
  • Good knowledge of system workflows, API integrations, and mobile/web application functionality.
  • Familiarity with monitoring, logging, and error-tracking tools (e.g., Service Now).
  • Strong problem-solving skills with the ability to perform root cause analysis on functional issues.
  • Excellent communication and stakeholder management skills

Job Type: Full-time

Benefits:

  • Additional leave
  • Company events
  • Gym membership
  • Health insurance
  • Life insurance
  • Opportunities for promotion

Work Location: In person


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