1. Incident Management

• Receives incidents from the L1 Application Support for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
• Performs deep analysis and investigation of the incident received from the L1 Application Support.
• Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
• Contributes to the knowledge base essential for continuous process improvement of Application Support.

2. Problem Management

• Identifies, reports and submits details of potential problems to Problem Manager for his or her review.
• Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.
• Consults and works with his or her Immediate Superior regarding the problem.

3. Change Management

• Identifies the incident or problem if it requires a change request to resolve the issue.
• Understands and analyzes business processes and provides inputs to further enhance or improve and to clarify the change request requirements.
• Evaluates change requests to determine feasibility, time required, compatibility and dependencies with current system(s).
• Consults with Immediate Superior or directly communicates with end users

Job Requirements

• Bachelor’s or College degree in Computer Science, Computer Engineering, Information Technology and/or related field. Other degrees are welcome as long as he or she has extensive related experience.
• Has at least (3) years of experience in computer programming, analysis and troubleshooting application.
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management.
• Experience in business domain processes is preferred but not required
• To provide and deliver solutions within the defined timeline across regions, may need to go on different shifts or extended working hours.
• Some days may be heavy while others may be light. Longer hours may be required when a need arises.
• Proficiency in JavaScript and Node.js, capable of writing and debugging code to resolve technical issues.
• Proficiency in MySQL syntax, with the ability to perform database queries, performance tuning, and data migration.
• Experience with Google Cloud Platform (GCP) operations and management, including services like Compute Engine, Cloud Storage, Docker.

Salary: 35,000

Working Condition: On-site for Five (5) days a week, shifting schedule

Location: Makati City