Application Support Specialist

3 days ago

Makati City, National Capital Region, Philippines JADPHIL & ASSOCIATES INC. Full time ₱1,200,000 - ₱2,400,000 per year

Duties & Responsibilities:

· Monitors various systems and data streams (hardware, software, applications) to identify potential issues or incidents.

· Performs first-level and in-depth analysis of incidents and application issues.

· Performs troubleshooting on monitored systems, including complex application issues.

· Coordinates response activities across teams and locations.

· Participates in incident response plans.

· Quickly recognizes critical situations and escalates them to appropriate teams.

· Gathers information from multiple sources to build initial situations awareness.

· Collaborates with cross-functional teams on application/process/network troubleshooting and escalates to level 2 as per agreed SLAs.

· Communicates effectively with stakeholders, including taking direct client calls and responding to client emails, to resolve application issues.

· Implements pre-defined response plans and track progress.

· Documents incidents and findings, including generating incident reports.

· Provides advanced technical support to clients regarding complex application problems, ensuring clear and professional communication throughout the resolution process.

· Follows up with clients to ensure issues are resolved to their satisfaction.

· Maintains updates and ensures accurate information in request tickets, and has experience with ticket management and on-call rotations.

· Performs intermediate to advanced application monitoring.

· Provides timely and accurate responses to client inquiries, ensuring a high level of client satisfaction.

Functions & Services:

· Monitoring of all systems (hardware, software, application).

· Initial triage and classification of alerts/incidents and in-depth analysis of system and application logs.

· Troubleshooting steps (system and application).

· Coordination of multiple teams during incident response.

· Execution of incident response plans.

· Contribution to process improvement.

· Intermediate troubleshooting of applications and related services.

· Intermediate to advanced application monitoring and analysis.

· Participation in Change Management process.

· Knowledge of batch job processing (a plus).

· Knowledge of SWIFT and message/file formats such as ISO, SWIFT MT, BAI, EDI (a plus).

· Experience in ticket management and on-call rotations.

· Handling client communications via phone and email.

Qualifications:

· 2-5 years of experience in application support, preferably in a financial institution (but not mandatory).

· Strong understanding of IT infrastructure, applications, and interdependencies.

· Experience with incident management and application support.

· Knowledge of change management and application support.

· Proficiency in data analysis and monitoring platforms.

· Strong analytical, problem-solving, and communication skills.

· Excellent client communications skills and the ability to handle client inquiries professionally and efficiently.

· Excellent verbal and written communication in English.

· Ability to work under pressure and in a fast-paced environment.

· Availability to work outside your scheduled shift and weekends when required.

Job Type: Full-time

Work Location: In person

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