Key Responsibilities
- Applications Supported
- Supported internally developed enterprise applications integrated with core operational systems.
- Provided support for applications built on SharePoint Online.
- Ensured system reliability and usability for high-level business stakeholders.
- Monitoring & Incident Management
- Monitored production systems to ensure optimal availability and performance.
- Identified and responded to incidents and alerts promptly, minimizing downtime and disruptions.
- Provided Level 2 (L2) support to end-users following escalation from Level 1 (L1) support.
- Conducted root cause analysis (RCA) and implemented corrective actions to prevent recurrence.
- Troubleshooting & Problem Resolution
- Diagnosed and resolved issues related to system performance, application errors, and data integrity.
- Delivered timely support to end-users and stakeholders for incidents and service requests.
- Worked on shifting schedules to support users across different time zones.
- Collaborated with development, infrastructure, and operations teams to resolve complex issues.
- Change & Release Management
- Assisted in deploying releases, patches, and updates to production environments.
- Ensured all changes were documented, tested, and compliant with change management processes.
- Participated in post-release validation to ensure successful implementation.
- Documentation & Reporting
- Maintained detailed documentation for incidents, troubleshooting steps, and resolutions.
- Generated reports on system performance, incident trends, and support activities.
- Updated knowledge base articles to enhance team efficiency and knowledge sharing.
- Collaboration & Communication
- Collaborated with cross-functional teams (development, QA, and infrastructure) to ensure system stability.
- Communicated system updates, incident statuses, and resolution timelines to stakeholders.
- Escalated critical issues and tracked them through to resolution.
- Continuous Improvement
- Identified opportunities for process improvement and automation.
- Participated in post-incident reviews and contributed to action plans.
- Kept up to date with best practices and emerging technologies in production support.
- Compliance & Security
- Ensured systems complied with organizational security policies and standards.
- Supported audits and security reviews by providing required documentation and assistance.
Relevant Experience & Technical Skills
- At least 5 years of experience in production support, application support, or a related role.
- Demonstrated ability to perform responsibilities aligned with production support and application management functions.
- Strong experience in troubleshooting and root cause analysis (RCA).
- Proficiency in SQL and PL/SQL, with working knowledge of database management systems.
- Experience with monitoring tools, preferably Datadog or other cloud-based monitoring platforms for performance analysis.
- Experience supporting Microsoft SharePoint-based applications is preferred.
- Hands-on experience with Azure DevOps (Boards, Test Plans, Repos/Git, Pipelines).
- Familiarity with Agile methodologies (e.g., Scrum or Kanban).
- Experience implementing or supporting IT Service Management (ITSM) aligned with ITIL best practices.
- Proven experience working in team environments of five or more members.
- Experience working within large, information-driven organizations and interacting with senior stakeholders across diverse cultures.
Certifications (Preferred)
- Certifications in Secure Coding, Scrum, or DevOps are an advantage.
Core Competencies
- Strong problem-solving and analytical skills, with keen attention to detail.
- Excellent oral and written communication skills in English.
- Ability to work under pressure and manage time effectively.
- Strong ability to collaborate with cross-functional teams.
- Commitment to delivering high-quality outcomes and continuous improvement.
WORK ARRANGEMENT
- Must be a locally based resource.
- Willing to report onsite as required.
- Open to shifting schedules (7:00 AM 4:00 PM PHT or 2:00 PM 10:00 PM PHT).
- Flexible to render extended working hours or weekend work, with corresponding overtime pay.
- Able to respond on short notice when required.
Work Location: Hybrid remote in Pasig
