Office Location: Manila
Duties and Responsibilities:
Advanced Technical Support: Addressing and resolving complex technical issues that L1 and L2 support are unable to resolve. Handling escalated customer support requests that require in-depth technical knowledge.
Troubleshooting complex technical issues by analyzing logs, providing root cause analysis, collaborating with internal teams, and coordinating with external vendors if needed, ensuring timely resolution and minimizing impact on operations.
Reviewing and executing change releases into production environment and work closely with business stakeholders, application developers, infrastructure teams and QA teams to minimize change related incidents.
Leading with systems integrations / upgrades and change deployments
Providing technical suggestions and advise to other Support Engineers.
Documenting system configurations, workflows, and procedures to ensure accurate system maintenance and support processes.
Proactively identify areas for improvement in system workflows, operational processes, and system performance. Automating recurring workaround and reports. Implementing new technologies or methodologies to enhance support efficiency.
Staying up-to-date with market trends, industry best practices, and emerging technologies to provide informed support and contribute to system enhancements.
Delivering regular and customized training to teams within the business.
Developing reports for teams across the business.
Flexible with Morning and Mid-shift rotation. On-call L3 Support. (Rotation)
Requirements:
Minimum of 3 years’ experience in a Level 3 Application Support role or similar senior role.
Experience with an environment that follows ITIL framework.
Experience with Change and Problem Management.
Strong analytical and problem-solving skills, with the ability to address complex technical issues.
Experience with investigating java-based or in-house applications in code level.
Ability to learn and master application in SME level.
Written and verbal communication skills.
Working knowledge of Windows and Linux operating systems, investigating logs.
Working knowledge of Cloud Infrastructure like AWS, Azure.
Working knowledge of MSSQL or MongoDB.
API support experience, testing of API requests and investigating when there’s an error.
Experience with TLS, certificate, and configuration change.
Knowledge with Python scripting.
Experience with supporting mobile application is a plus. (optional)
Experience with Java spring boot is a plus. (optional)
Salesforce Marketing Cloud experience is a plus. (optional)
