L2 Application Support Engineer - Microsoft 365

Applications Operations Engineer - L2 Support

Full Time | Makati | Hybrid

Role Summary:

We are seeking an experienced Application Operations Engineer (Tier 2) to join our Application Operations Center (APOC). In this role, you will monitor enterprise applications, perform 2nd-level troubleshooting, manage major incidents, and drive automation to ensure high service availability for our global operations.

Key Responsibilities

• Monitoring & Incident Escalation: Monitor service health, perform L2 troubleshooting, and coordinate escalations to technical teams.
• Incident Management: Drive service restoration, lead major incident bridges, and manage stakeholder communications.
• Operations & Runbooks: Conduct operational checks, maintain runbooks, and ensure ITIL compliance across incident and change management.
• Reporting & Optimization: Analyze system metrics (Dynatrace, Splunk) and identify process or scripting automation opportunities.
• Global Support: Provide centralized operational support for global offices and support onboarding of new services.

Qualifications

• Minimum 2 years’ experience in application, service or IT operations support.
• Experience supporting business-critical enterprise applications in production environments.
• Knowledge of application monitoring, event and incident management, service restoration and ITIL practices.
• Hands-on experience with observability tools such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, Datadog or New Relic.
• Familiarity with application architecture, APIs, middleware, databases, integrations, batch processing and scheduled jobs.
• Basic SQL troubleshooting skills and experience using ITSM platforms such as ServiceNow, Jira Service Management or Remedy.
• Working knowledge of Windows, Linux, cloud and server environments.
• Strong analytical, problem-solving, communication and stakeholder-management skills.
• Ability to analyze logs, alerts and performance data, coordinate technical teams and support major incidents and service recovery.
• PowerShell, scripting, automation, Microsoft 365, Exchange Online, Active Directory, Entra ID and Azure, AWS or GCP experience preferred.
• Relevant ITIL, Microsoft, cloud, APM or automation certifications are an advantage.
• Willingness to work in a 24x7 global operations environment.
• Experience in an Application Operations Center, Command Center, Major Incident Management or Service Reliability function is highly desirable.

What We Offer

• Competitive compensation package

• Comprehensive HMO coverage + Life Insurance + Retirement Plan

• Opportunities for career growth in Cloud, DevOps, and Site Reliability Engineering (SRE)