Level 2 Functional SME
5 days ago
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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