L2 Application Support

4 days ago

Makati City, National Capital Region, Philippines FLEXICON SOLUTION INC. Full time ₱900,000 - ₱1,200,000 per year

JOB DESCRIPTION

Position Title: L2 Application Support

Location: Makati City

Work setup: On-site

Shift: 3-Shift Rotation

I. POSITION OBJECTIVE/ JOB SUMMARY: (Brief description of why the position exists or

the overall purpose of the job.)

● Level 2 of application support that performs deep analysis, troubleshoots, modifies the

code and data of applications used by end customers in production environments

applying knowledge in programming techniques and experience in specific technology

platforms following agreed service level agreement timelines.

II. KEY RESULTS AREAS/JOB RESPONSIBILITIES: (Describes the results for which the

position has an on-going accountability. Accountabilities are statements of the important end

results, which the job needs to achieve to justify its existence. Each accountability statement

should relate to a single end result which must be accomplished and to which some

measurement of performance can be applied.)

Requirements:

a. Education

● Bachelor's or College degree in Computer Science, Computer Engineering,

Information Technology and/or related field. Other degrees are welcome as long as

he or she has extensive related experience.

b. Experience

● Has at least (3) years of experience in computer programming, analysis and

troubleshooting application.

● Has at least one (1) year of experience in Level 2 Application Support, Incident

Management, Problem and Change Management.

● Experience in business domain processes is preferred but not required

c. Work hours and working conditions

● To provide and deliver solutions within the defined timeline across regions, may need

to go on different shifts or extended working hours.

● Some days may be heavy while others may be light. Longer hours may be required

when a need arises.

d. Skill

● Proficiency in JavaScript and , capable of writing and debugging code to resolve

technical issues.

● Proficiency in MySQL syntax, with the ability to perform database queries,

performance tuning, and data migration.

● Experience with Google Cloud Platform (GCP) operations and management, including

services like Compute Engine, Cloud Storage, Docker.

Roles and responsibilities

1. Incident Management

a. Receives incidents from the L1 Application Support for resolution and support and

works continuously with them to gain information beneficial to the resolution of the

incident.

b. Performs deep analysis and investigation of the incident received from the L1

Application Support.

c. Diagnose faults and determine whether new incidents are related to known errors

or existing incident records.

d. Contributes to the knowledge base essential for continuous process improvement

of Application Support.

2. Problem Management

a. Identifies, reports and submits details of potential problems to Problem Manager

for his or her review.

b. Reviews, analyzes, and investigates the problem in order to identify its root cause

and provide corrective action/permanent solution or preventive action.

c. Consults and works with his or her Immediate Superior regarding the problem.

3. Change Management

a. Identifies the incident or problem if it requires a change request to resolve the

issue.

b. Understands and analyzes business processes and provides inputs to further

enhance or improve and to clarify the change request requirements.

c. Evaluates change requests to determine feasibility, time required, compatibility and

dependencies with current system(s).

d. Consults with Immediate Superior or directly communicates with end users to

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