Application Support Engineer

Site: Paranaque

Shift: Rotational; 24/7 team

Setup: Hybrid

Core Responsibilities

• In-Depth Troubleshooting: Perform in-depth troubleshooting of complex issues using advanced tools and techniques, such as debugging, network tracing, and log analysis.
• Root Cause Analysis: Identify the root cause of incidents; provide detailed analysis and recommendations for resolution.
• Issue Resolution: Resolve complex issues that cannot be resolved by L1 support; ensure that the solution is thoroughly tested and verified.
• Collaboration with Development Teams: Collaborate with development teams to resolve issues that require code changes or patches; ensure that fixes are properly tested and deployed.
• Knowledge Sharing: Share knowledge and expertise with L1 support teams; contribute to the development of knowledge base articles and training materials.
• Process Improvement: Identify areas for process improvement and recommend changes to incident management processes, procedures, and workflows.
• Advanced Application Support: Provide advanced support for front-end applications, including assistance with complex functionality, integration issues, and performance optimization.

Leadership & Specialized Responsibilities

(In agreement with Team Leadership)

• Complex Issue Resolution: Take on complex issues that require in-depth analysis and problem-solving.
• Mentorship: Mentor junior team members, including L1 specialists, to help them develop their skills.
• Technical Writing: Create technical documentation, such as user manuals or technical guides.
• Research and Development: Participate in research and development activities, such as testing new tools or technologies.
• Project Leadership: Lead small projects or teams, overseeing the work of L1 specialists and ensuring successful project delivery.

Additional Responsibilities

• Monitoring and Reporting: Monitor application performance and report on key metrics, such as uptime, response times, and error rates.
• Problem Management: Identify and manage problems, and develop plans to prevent future occurrences.
• Change Management: Participate in change management processes, and ensure that changes are properly assessed, approved, and implemented.
• Communication with Stakeholders: Communicate with stakeholders, including users, developers, and management, to ensure that everyone is informed and aligned on incident status and resolution plans.
• Automation: Explore automation opportunities, such as creating scripts or workflows to streamline tasks.
• Tool Development: Develop tools or scripts to improve efficiency or solve specific problems.
• Certifications and Training: Pursue certifications or training to enhance their skills and stay up-to-date with industry developments.