L2 Support

• Serve as escalation point for Level 1 support tickets
• Handle more advanced inquiries and issues beyond the scope of L1 support
• Perform detailed analysis of execution logs, error messages, and other information related to issues encountered
• Develop and test resolution to issues in Development environment and create Method of Procedure or MOP for future troubleshooting
• Conduct analysis of recurring issues and identify patterns to improve resolution processes and prevent future occurrences
• Coordinate with Level 1 support for requests in extracting OM task run, error logs, and other information required for issue investigation/resolution
• Can provide knowledge transfers of identified recurring issues and its troubleshooting (with detailed Method of Procedure or MOP) to L1 Support
• Manage and resolve escalated tickets within defined service level agreements (SLAs) and ensure that all issues are documented in a timely manner
• Maintain and update technical documentation, including knowledge base documents and standard operating procedures
• Support to projects related to deployments and other IT initiatives as needed
• Collaboration with Service Delivery Manager, Project Manager, Client, and/or third-party vendors in the performance of work, as needed.

Qualifications:

• OPEN FOR LOCAL FILIPINO APPLICANTS ONLY
• Bachelor's degree in computer science, Information Technology, or related field
• Writes advanced SQL including optimization
• Any ETL tool i.e. Informatica, Talend, SSIS
• Knowledgeable in Big Data/Data Warehouse on Cloud (Azure/AWS)
• Proficient in developing data pipelines
• Knowledgeable in Azure Synapse/Azure Data Factory
• Has at least 2-3 years experience as L2 Support.
• Previous experience in a technical support role is a plus.
• Knowledge and experience with IT service management tools and ticketing systems (e.g., ServiceNow, Jira, Azure DevOps) a plus.

Working Schedule and Location:

• Day or Mid Shift Schedule
• Office is located in Arnaiz Ave, Makati City
• Full RTO/Return To Office working arrangement