Upon regularization HMO for you PLUS 1 dependent worth P150,000
Role Summary
1
Responsibilities
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
Receives incidents from the L1’s 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’s.
Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
Identifies, reports and submits details of potential problems to the 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 Domain Lead regarding the problem.
Identifies and reports the need for a change request to resolve the problem
Creates and documents root cause analysis details, workaround, and corrective/preventive actions.
Implements corrective/preventive actions to the problem within the scope of his or her level.
Identifies the incident or problem if it requires a change request to resolve the issue.
Ensure continuity of providing service by flexibly adjusting to help other team members.
Assists in the knowledge transfer during project turnover.
Stays up to date on current technology, systems information, problems, changes and updates relevant to the team.
Qualifications
Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as they have extensive related experience.
Has at least 1+ year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
With at least 4 years of overall experience in application support including the Level 1 support
Experience in business domain processes is preferred but not required
Must have coding experience in .Net, C# and Javascript
Must have experience in Visual Studio and Azure
Strong Analytical and Problem-solving skills
Fast learner in terms of understanding and analyzing business processes
Strong familiarity and working knowledge of Incident, Problem, and Change Management
To provide and deliver solutions within the defined timeline across regions, may need to go on different shifts or extended working hours.
Experienced with any ticketing system
Some days may be heavy while others may be light. Extended working hours may be required if the need arises
