L3 Application Support|Hybrid

2 days ago

Ayala Alabang, National Capital Region, Philippines Uptitude Training Corporation Full time ₱900,000 - ₱1,200,000 per year

Qualifications

Education

  • Bachelor's Degree in Computer Science, Computer Engineering, IT, or a related field.
  • Other degrees accepted with strong related experience.

Experience

  • Minimum 3 years in programming, analysis, and troubleshooting.
  • At least 1 year in Level 2 Application Support (Incident, Problem, and Change Management).
  • Experience with business domain processes preferred.
  • Must have Java programming experience.

Skills

  • Strong analytical and problem-solving skills.
  • Knowledge of various programming languages.
  • Ability to analyze and translate user requirements into program code.
  • Proficient in testing, debugging, and documentation.
  • Can handle support tasks with minimal supervision.

Traits

  • Professional, honest, and dependable.
  • Resourceful, self-motivated, and a team player.
  • Detail-oriented, patient, and calm under pressure.
  • Fast learner with a sense of urgency and commitment.
  • Willing to mentor and help others.

Work Conditions

  • May require shifting schedules, overtime, or travel.
  • Workload may vary depending on project needs.

Job Summary

The Level 3 Application Support is the final level of support, responsible for deep analysis, code modification, and troubleshooting of applications used by customers. The role ensures system reliability, applies programming expertise, and follows service-level agreements (SLAs) and standard operating procedures (SOPs).

Key Responsibilities

1. Incident Management

  • Investigate and resolve incidents escalated by Level 2 Support.
  • Identify root causes and provide immediate workarounds or permanent fixes.
  • Communicate directly with customers for additional information when needed.
  • Update the knowledge base for continuous improvement.

2. Problem Management

  • Analyze recurring issues to find root causes and preventive actions.
  • Document and implement corrective solutions.
  • Coordinate with Problem Managers and supervisors for updates and validation.

3. Change Management

  • Evaluate and implement approved change requests.
  • Analyze business processes and translate change requirements into code.
  • Ensure best practices and perform unit testing.

4. Customer Service

  • Maintain good relationships with customers and ensure satisfaction.
  • Provide updates and assist during project handovers.

5. Administrative Tasks

  • Comply with company standards (e.g., CMMI).
  • Prepare reports and service deliverable updates.
  • Conduct technical assessments of applicants when needed.

6. Teamwork and Development

  • Collaborate with leads and teammates.
  • Share knowledge, assist in training, and stay updated with new technologies.

7. Other Duties

  • Perform additional tasks as assigned by superiors.

Principal Relationships

Internal:

  • Level 1, 2, and 3 Support Teams
  • Incident & Problem Managers
  • Project Managers, QA Analysts, and Analyst Programmers
  • Immediate Superior and ESSPI Management

External:

  • Business Users and Customer IT Teams
  • External Consultants
  • Applicants

Job Type: Full-time

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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