Job Description

Location: Alabang, Muntinlupa

Work Setup: Hybrid – 3x onsite per week

Schedule: 10:00 AM – 7:00 PM

Headcount: 1

JOB SUMMARY

We are looking for an L2 Application Support Engineer to provide second-level technical and production support, ensuring application stability, performance, and timely issue resolution within agreed SLAs.

The role will handle incident investigation, troubleshooting, RCA, application monitoring, deployment validation, and coordination with technical and business stakeholders.

Agile/Scrum experience is REQUIRED.

KEY RESPONSIBILITIES

Own and resolve L2 application and production incidents within SLA.
Perform troubleshooting using application logs, SQL queries, monitoring tools, and system checks.
Conduct Root Cause Analysis (RCA) for recurring or high-impact issues.
Coordinate with L1/L2 teams, Developers, Product Managers, Technical Leads, and business stakeholders.
Provide timely incident updates and manage stakeholder expectations.
Monitor application health, performance, and batch jobs.
Support application deployments, go-live activities, UAT, and post-release validation.
Maintain incident records, technical documentation, and knowledge base articles.
Identify opportunities for automation, process improvement, and incident reduction.
Manage support tickets and technical activities within an Agile/Scrum framework.
Participate in Daily Stand-ups, Sprint Planning, Backlog Refinement, Sprint Reviews, and Retrospectives as applicable.

QUALIFICATIONS

Bachelor's degree in IT, Computer Science, Software Engineering, or related field.
2–4 years of Application Support / Production Support experience.
Must have hands-on Agile/Scrum experience.
Experience with incident, problem, and change management.
Strong troubleshooting and RCA skills.
Working knowledge of SQL and databases.
Experience with application logs and monitoring tools.
Familiarity with Jira, ServiceNow, HDA, or similar ITSM tools.
Basic scripting knowledge such as PowerShell or Bash is an advantage.
Strong communication and stakeholder management skills.
Ability to work under pressure during critical production incidents.