Application Support Engineer

Job Duties & Responsibilities

● Provide application support for client products

● Maintain the health of the applications by regular proactive monitoring and remediating

any issues related to application availability and/or performance

● Collaborate with external/internal support teams to ensure smooth functioning of the

application and resolution of issues

● Collaborate with internal/external developers for bug fixes/product enhancements

● Execute incident management processes; business communication, notification,

escalation, and ensuring root cause analysis is completed and permanent corrective

actions are implemented.

● Responsible for IT change management process including participation in Change

● Advisory Board (CAB) and performing impact assessment of potential changes executed by

key service providers

● Provide after-hours support for incidents and changes including participation in the 24/7

on-call roster

● Support project work; production/non-production testing, operational support

process/documentation, implementation support.

● Develop and maintain internal/external knowledgebase articles

● Identify process improvement opportunities and proactively work to address this via

implementing automated solutions

Adhoc Tasks

● Perform other official work as instructed by the immediate supervisor/manager.

● Recommend and proactively implement opportunities for increased departmental

efficiency

● Extend work hours when needed.

Qualifications & Requirements

● Bachelor’s Degree in any field (Preferably in technical courses such as IT, Computer Science,

Computer Engineering)

● Minimum 3 years in an application/production support role or equivalent preferably in the

payments industry.

● Operational experience in a 24/7 high availability, real-time payments processing

environment

● Strong documentation and communication skills

● Strong analytical abilities, troubleshooting, and problem-solving skills

● Experience in using ITSM tools e.g. ServiceNow, Jira Helpdesk,

● Passionate for resolving customer issues and maintaining the application availability.

● Pre/Post verification testing activities before/after code deployment

● Release and deployment management.

● Incident, problem, and Change management using ITIL best practices.

Technical (Base):

● Knowledge of cloud technologies, web services, APIs

● Performing API Testing via client test tools eg Postman, Insomnia.rest

● Running / executing Python scripts

● Able to review API documentation (internal + external) and test APIs

● Able to review code from external developers - inline with in-house/external product APIs

● Troubleshooting issues using logging tools eg Opensearch / AWS Cloudwatch

● Proactive monitoring using APM tools like New Relic, Dynatrace etc.

Pay: Php25,000.00 - Php60,000.00 per month

Work Location: Hybrid remote in Makati