L2 Application Support Engineer

L2 Application Support Engineer

📍 Location: Ortigas
🏢 Work Setup: Hybrid / 3x onsite a week
🕒 Shift: Day Shift (10AM-7PM)

Key Responsibilities

• Take ownership of application incidents from investigation through resolution within agreed SLAs.
• Perform troubleshooting through log analysis, database queries, and system checks.
• Investigate and resolve escalated application and production support issues.
• Conduct root cause analysis (RCA) and document findings for recurring or high-impact incidents.
• Implement approved configuration changes and minor application fixes.
• Coordinate with technical and non-technical teams and provide regular status updates.
• Monitor application health, system performance, and batch job execution.
• Support application deployments, go-live activities, UAT, and post-release validation.
• Maintain incident records, technical documentation, and knowledge base articles.
• Identify opportunities for process improvement, automation, and incident reduction.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in Application Support or Production Support.
• Experience in troubleshooting application and production issues.
• Working knowledge of SQL and database concepts.
• Experience analyzing application logs and monitoring tools.
• Familiarity with ITSM tools such as Jira, HDA, ServiceNow, or similar.
• Knowledge of incident, problem, and change management processes.
• Understanding of the Software Development Life Cycle (SDLC).
• Basic scripting or automation skills using PowerShell, Bash, or similar tools are an advantage.
• Strong analytical, troubleshooting, and communication skills.
• Ability to work effectively under pressure and during critical production incidents.