Role: Application Support Analyst
Location: NCR Manila (MAKATI)
Type: Full-time (24x7x365 Roster / On-Call Rotation)
Role Summary
We are seeking a resilient and technically astute Application Support Analyst to join our Operations team. In this role, you will be the guardian of our production services, ensuring high reliability, performance, and customer satisfaction.
You will not just work ticketsyou will drive operational excellence. You will own the full lifecycle of incidents, maintain critical monitoring frameworks, and actively participate in our transition toward a DevOps and SRE-driven culture. You will be responsible for triaging complex application issues, managing communication during critical outages, and automating repetitive tasks to reduce toil.
Key Responsibilities
1. Application Support & Incident Management
- Ticket Lifecycle Management: Manage and resolve incidents and service requests within defined SLAs using our ITSM tooling (e.g., Jira Service Management, ServiceNow).
- Triage & Troubleshooting: Perform deep-dive analysis on application logs, database queries, and API failures to identify root causes of production issues.
- Communication: Act as the primary point of contact for stakeholders, providing timely, clear, and professional status updates during service disruptions.
- Knowledge Management: Author and maintain high-quality Knowledge Base (KB) articles, Standard Operating Procedures (SOPs), and troubleshooting runbooks to shift knowledge left to Tier 1.
2. Monitoring, Alerting & Observability
- Proactive Monitoring: Monitor dashboards (e.g., Grafana, New Relic, CloudWatch) to detect anomalies before they impact customers.
- Alert Response: Respond to automated alerts regarding system health, latency, and error rates.
- Refinement: Collaborate with the Application Support Manager to tune alert thresholds and suppress noise/false positives to prevent alert fatigue.
3. Critical Incident Coordination
- War Room Participation: Join critical incident bridges to assist the Incident Commander with technical troubleshooting and timeline documentation.
- Post-Incident Analysis: Contribute technical data to Root Cause Analysis (RCA) and Post-Incident Review (PIR) documents to prevent recurrence.
4. Operational Improvement & DevOps Capability
- Automation: Identify repetitive manual fixes and assist in creating scripts (Python or Bash) to automate remediation.
- Release Support: Assist in deployment activities and validate service health post- maintenance.
- Continuous Improvement: Participate in Game Days and disaster recovery drills to test system resilience.
Qualifications & Skills
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Experience: 3+ years in an Application Support, Technical Support, or System
- Administration role.
- Database Skills: Proficiency in SQL (querying complex datasets, joins,
- investigating data integrity issues).
- Operating Systems: Comfortable navigating Linux/Unix command line (grep, tail,
- checking processes/disk usage).
- ITSM Knowledge: Solid understanding of ITIL processes (Incident, Problem,
- Change Management).
- Soft Skills: Exceptional written and verbal communication skills; ability to remain
- calm and structured under high pressure.
- Preferred (The DevOps Growth Potential)
- Scripting: Experience writing scripts in Python and/or Bash for automation.
- Cloud Experience: Familiarity with AWS core services (EC2/VMs, RDS, S3,
- CloudWatch).
- Containerization: Basic understanding of Docker and Kubernetes (viewing logs,
- checking pod status).
- Observability: Experience configuring dashboards or queries in Splunk, ELK Stack,
- or Prometheus.
Working Conditions
- This role requires participation in a 24x7 on-call rotation to support critical business services.
- Occasional weekend or after-hours work may be required for scheduled maintenance or critical incident response.
- HYBRID SET-UP, 1-2x a week onsite in Makati.
Salary Range: 45K to 80K (Mid-Level Position)
