L2 Application Support

Requirements:

• SQL, Windows Server ITIL; Optional - XML, FTP(without this don't endorse)

• a. Education

Bachelor's or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as he or she has extensive related experience.

• b. Experience

Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management - Must have

Experience in business domain processes - Must have

• c. Skills

Strong Analytical and Problem solving skills

Fast learner in terms of understanding and analysing business processes

Strong experience on Incident, Problem, and Change Management - Must have

Highly Proficient in specific technology platforms and tools required by the business

Experienced with any ticketing system - Must have

Customer oriented and Good communication - Must have

Language : Fluent in English (Written and Oral) - Must have

• d. Desirable Traits

Professional, Honest and with Integrity

Resourceful and self-motivated

Team oriented person

Persevering and patient

Strong attention to detail

Sense of urgency and commitment

Passionate and Fast learner

Logical Person

Knows how to work smart

Can work well under pressure and minimal supervision

Caring Person and desire to mentor other colleagues

• e. 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. Extended working hours may be required if the need arises

May require travel to other sites

• Job Description

• Incident Management
  
  a. Receives incidents from the L1's 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's.
  
  c. Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
  
  d. Consults and works with his or her Domain Lead regarding the incident as well as the business domain processes.
  
  e. In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.
  
  f. If a major incident occurs after working hours then he or she would have to be available to resolve the issue on priority.
  
  g. Directly communicates with end customers for additional information of the incident.
  
  h. Escalates to the L3's when technical skills are out of scope to complete the tasks or do not solve the incident.
  
  i. Contributes to the knowledge base essential for continuous process improvement for the L1's and for his own role.
  

• Problem Management
  
  a. Identifies, reports and submits details of potential problems to the 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 Domain Lead regarding the problem.
  
  d. Identifies and reports the need for a change request to resolve the problem.
  
  e. Creates and documents root cause analysis details, workaround, and corrective/preventive actions.
  
  f. Implements corrective/preventive actions to the problem within the scope of his or her level.
  
  g. Verifies if the action has addressed the root cause. Additionally, ensures that the implemented action does not result in another incident.
  
  h. Provides an update to the Problem Manager regarding the outcome of the implementation.
  

• Change Management
  
  a. Identifies the incident or problem if it requires a change request to resolve the issue.
  

• Administrative
  
  a. Understands and complies with CMMI standards of the organization.
  
  b. Maintains and updates daily monitoring of service deliverables.
  
  c. Prepares and submits needed reports.
  

• Teamwork
  
  a. Consults with Domain Lead for direction, guidance, work and performance details, career development and also raises issues, concerns and suggestions for his or her own betterment as well as for team and organization.
  
  b. Ensure continuity of providing service by flexibly adjusting to help other team members.
  
  c. Assists in the knowledge transfer during project turn-over.
  

• Learning and Development
  
  a. Expands knowledge on business processes and IT related information.
  
  b. Stays up to date on current technology, systems information, problems, changes and updates relevant to the team.
  

• Performance of other tasks as maybe assigned
  
  Job Type: Full-time
  
  Pay: Php30,000.00 - Php45,000.00 per month
  
  Benefits:
• Health insurance

Life insurance

• Opportunities for promotion

Promotion to permanent employee
Schedule:

• 8 hour shift

Shift system

Supplemental Pay:

13th month salary