Key Responsibilities:- Incident Management
a. Receives incidents from the L2 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 L2
Application Support.
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 Immediate Superior regarding the incident as
well as the business domain processes.
e. In case of P1 incidents and being the final level of application support, L3
application support is expected to diagnose and to identify root cause and provide
a workaround or solution to the incident as quickly as possible.
f. If a P1 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. Contributes to the knowledge base essential for continuous process improvement
of Application Support.
- 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.
d. Creates and documents root cause analysis details, workaround, and
corrective/preventive actions.
e. Implements corrective/preventive actions to the problem
f. Verifies if the action has addressed the root cause. Additionally, ensures that the
implemented action does not result in another incident.
g. Provides an update to the Problem Manager and Immediate Superior regarding the
outcome of the implementation.
- 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
clarify change request requirements
e. Must ensure that best practice is followed and must always be applied on all
projects.
f. Converts change request requirements into sequence of detailed instructions and
logical steps for coding into language that will be processed by computer, applying
knowledge of computer programming techniques and languages.
g. Codes computer programs following standard coding procedures defined and
performs unit testing.
- Customer Service
a. Manages customer relationships and maintains high quality service ensuring
customer satisfaction.
b. Assists users to resolve major and complex problems in running computer programs.
c. Assists in the knowledge transfer during project turn-over.
d. Proactively provides updates to the customer on the progress of the initiative.
- Administrative
a. Understands and complies with CMMI standards of the organization.
b. Maintains and updates daily monitoring of service deliverables;
c. Prepares and submits of needed reports;
d. Can conduct technical assessment of applicants;
- Teamwork
a. Consults with his or her Immediate 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. Expand knowledge on business process and IT related information;
b. Stay abreast of current technology, systems information, problems, changes and
updates relevant to the team;
c. Extends help or conducts training to Application Support members as well as Analyst
Programmers in giving technical expertise or know how
- Performance of other tasks as may be assigned
- SUPPLEMENTARY INFORMATION (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. Skills
Strong Analytical and Problem solving skills
Knowledge in different programming languages (will depend on the project
specification and need) available in the industry.
Ability to analyze complex problems, interprets operational needs, and develops
integrated, creative solutions.
Ability to analyze user requirements and specifications and translate into program
codes.
Ability to test and debug program codes.
Ability to handle support in the context of current user specification.
Ability to prepare detailed written instructions and documentation.
Job Type: Full-time
Pay: Php85,000.00 - Php110,000.00 per month
Benefits:
Schedule:
Shift system
Supplemental Pay:
Performance bonus
Ability to commute/relocate:- Alabang: Reliably commute or planning to relocate before starting work (Preferred)
Application Question(s):- Can you start immediately
Experience:Location:
Alabang (Preferred)
