L2 Application Support Analyst

2 days ago

Ayala Alabang, National Capital Region, Philippines UPTC Full time
Key Responsibilities
1. Incident Management
  • Receive and resolve incidents escalated from L1 Support, ensuring complete and detailed analysis.
  • Perform deep investigation to identify root cause, whether related to known errors or existing records.
  • Collaborate with Team Lead for guidance on incident resolution and business domain processes.
  • Handle P1/Major Incidents, providing immediate workarounds or solutions; be available after hours as needed.
  • Communicate directly with end users to gather additional information.
  • Escalate issues to L3 when outside scope or requiring advanced technical expertise.
  • Contribute to the knowledge base to support continuous improvement for L1 and L2 teams.
2. Problem Management
  • Identify and submit potential problems for review to the Problem Manager.
  • Analyze and investigate issues to determine root causes and propose permanent or preventive solutions.
  • Create documentation: root cause analysis (RCA), corrective actions, and workarounds.
  • Implement and validate corrective/preventive measures, ensuring no new incidents arise.
  • Provide updates to the Problem Manager on implementation outcomes.
3. Change Management
  • Determine whether an incident or problem requires a change request and escalate appropriately.
4. Administrative Tasks
  • Comply with organizational standards, including CMMI processes.
  • Maintain daily monitoring logs of service deliverables.
  • Prepare and submit operational and performance reports.
5. Teamwork & Collaboration
  • Work closely with the Team Lead for guidance, performance feedback, and career development.
  • Support fellow team members to ensure service continuity.
  • Assist in knowledge transfer activities during project or system turnovers.
6. Learning & Development
  • Continuously expand knowledge of business domain processes, IT systems, and emerging technologies.
  • Stay updated on system changes, new issues, and updates relevant to the team.
Other Tasks
  • Perform additional responsibilities as assigned.
Qualifications
Education
  • Bachelor's/College degree in IT, Computer Engineering, or related fields.
  • Other degrees welcome with strong relevant experience.
Experience
  • Minimum 1 year of L2 Application Support experience (Incident, Problem, Change Management).
  • Experience with business domain processes preferred but not required.
Technical Skills
  • Strong analytical and problem-solving skills.
  • Quick learner, able to understand and analyze business processes.
  • Solid familiarity with Incident, Problem, and Change Management frameworks.
  • Highly proficient in required technology platforms and tools.
  • SAP SD module experience with hands-on knowledge in invoicing.
  • Nice to have: PowerShell scripting for automation.
  • Experience working with any ticketing system (ServiceNow, JIRA, Remedy, etc.).

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