• Analyzes, investigates, troubleshoots, configures applications used by end customers utilizing knowledge and experience in specific technology platforms and business domain’s processes within a specific period following agreed service level agreement timelines.
• Follows the Standard Operation Procedures (SOP) in order to support system application of end customers within the defined Service Level Agreements (SLA).
• Provides continuous service improvements to eliminate or prevent incidents or problems and improve service quality for end customers.

Education  

• Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as he or she has extensive related experience.

Experience  

• 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

Skills

• Strong Analytical and Problem solving skills
• Fast learner in terms of understanding and analysing business processes
• Strong familiarity and working knowledge on Incident, Problem, and Change Management
• Highly Proficient in specific technology platforms and tools required by the business
• Experienced with any ticketing system
• Customer oriented and Good communication
• Language : Fluent in English (Written and Oral)

Desirable Traits

• Professional, Honest and with Integrity
• Resourceful and self-motivated
• Team oriented person
• Persevering and patient
• Strong attention to detail
• Sense of urgency and commitment
• Passionate and Fast learner
• Logical Person
• Knows how to work smart
• Can work well under pressure and minimal supervision
• Caring Person and desire to mentor other colleagues

Work hours and working conditions

• 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. Extended working hours may be required if the need arises
• May require travel to other sites