L3 Application Support|Hybrid

Education:

• Bachelor's or College degree in Computer Science, Computer Engineering, Information Technology, or related technical field. Other degrees are acceptable with extensive relevant experience.

Experience:

• Minimum 3 years of experience in programming, analysis, and troubleshooting applications.
• Minimum 1 year of experience in Level 2 Application Support, including Incident, Problem, and Change Management.
• Experience with business domain processes is preferred but not required.

Skills:

• Strong analytical and problem-solving abilities.
• Knowledge of multiple programming languages (depending on project requirements).
• Full-stack development experience is required.
• Solid experience in .NET development.
• Ability to analyze complex problems, interpret operational needs, and develop integrated solutions.
• Ability to analyze user requirements and translate into program codes.
• Competent in testing, debugging, and supporting applications per user specifications.
• Ability to prepare detailed technical documentation and instructions.

Behavioral Traits:

• Professional, honest, and demonstrates integrity.
• Resourceful, self-motivated, and team-oriented.
• Persevering, patient, and detail-oriented.
• Committed, passionate, fast learner, logical thinker, and able to work smart.
• Able to work well under pressure with minimal supervision.
• Mentorship-oriented and supportive of colleagues.

Work Hours & Conditions:

• Flexibility for shifts or extended hours to meet project deadlines across regions.
• May require travel to other sites.

Position Objective / Job Summary:

The L3 Application Support Engineer provides the highest level of support for applications used by end customers in production environments. This role performs deep analysis, troubleshooting, code modifications, and applies programming knowledge to resolve complex issues while adhering to service level agreements.

Key Responsibilities:

1. Incident Management

• Receive and analyze incidents escalated from L2 Application Support.
• Perform deep investigation and diagnosis of incidents, identifying root causes.
• Provide workarounds or solutions for P1 incidents promptly, including after-hours support.
• Directly communicate with end customers for information and updates.
• Contribute to the knowledge base for continuous service improvement.

2. Problem Management

• Identify, report, and analyze potential problems.
• Conduct root cause analysis and implement corrective/preventive actions.
• Document solutions and ensure changes do not create new incidents.
• Collaborate with superiors on problem resolution strategies.

3. Change Management

• Evaluate and implement change requests to resolve incidents or improve processes.
• Convert requirements into coding instructions and implement using standard coding procedures.
• Conduct unit testing and validate implemented changes.

4. Customer Service

• Maintain strong customer relationships and ensure high-quality service.
• Assist users in resolving complex issues.
• Provide proactive updates during projects and knowledge transfer sessions.

5. Administrative Duties

• Comply with organizational standards (e.g., CMMI).
• Maintain service monitoring, daily reports, and technical assessments as required.

6. Teamwork

• Consult with leads for guidance, performance feedback, and career development.
• Assist team members to ensure continuity of service.
• Participate in knowledge transfer during project turnover.

7. Learning and Development

• Continuously expand technical and business process knowledge.
• Stay updated on new technologies and system changes.
• Provide guidance and training to junior support staff or analyst programmers.

8. Additional Responsibilities

• Perform other tasks as assigned to support application stability, project needs, or service improvements.