Application / Production Support Engineer

ExcelGens, Inc.; Quezon City; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

ExcelGens, Inc. seeks an IT Operations Support professional to monitor production applications and triage incidents in a busy financial services environment.

You will review logs, restart services, support scheduled jobs, and run read-only diagnostic queries while coordinating with L3 teams to resolve issues. Strong communication and 24x7 support experience are preferred.

Experience with AWS services (ECS/Fargate, CloudWatch, EventBridge) and Dynatrace dashboards will help you excel in this role.

Qualifications

• Experience in L1/L2 application or production support.
• Proven incident and problem management capabilities.
• Experience in financial services, banking, payments, or transaction processing environments.
• Experience in ITIL-based support organizations.
• Experience supporting business-critical applications.

Responsibilities

• Monitor production application and platform health.
• Perform first-level incident triage and troubleshooting.
• Investigate alerts, service interruptions, and transaction issues.
• Execute established operational procedures and runbooks.
• Validate system and transaction data during incident investigations.
• Coordinate with L3 engineering and application teams for escalations.
• Document findings, resolutions, and recurring issues.
• Support operational readiness as the platform scales.

Skills

L1/L2 Application Support

Incident Management

Problem Management

ITIL

Business-Critical Apps

Tools

AWS (ECS / Fargate)

CloudWatch

EventBridge

Dynatrace

Job description

• Monitor production application and platform health
• Perform first-level incident triage and troubleshooting
• Investigate alerts, service interruptions, and transaction issues
• Execute established operational procedures and runbooks
• Validate system and transaction data during incident investigation
• Coordinate with L3 engineering and application teams for escalations
• Document findings, resolutions, and recurring issues
• Support operational readiness as the platform scales

Required Experience

• L1/L2 Application Support or Production Support
• Incident Management and Problem Management
• Financial Services, Banking, Payments, Credit, FinTech, or Transaction Processing environments
• ITIL-based support organizations
• Experience supporting business-critical applications

Technical Environment

Resources should be comfortable supporting applications that leverage the following technologies:

AWS

• ECS / Fargate
• CloudWatch
• EventBridge

Expected activities:

• Review logs and alerts
• Restart services when required
• Support scheduled jobs and event-driven processes
• Execute read-only diagnostic queries
• Validate transaction and application data
• Assist with incident investigations
• Monitor message flow and processing

Dynatrace

• Review dashboards and alerts
• Escalate service-impacting issues appropriately

Preferred Qualifications

• Real-time transaction processing systems
• Credit or payment platforms
• AWS-hosted enterprise applications
• Multi-region application support
• Experience operating within 24x7 support organizations
• Strong communication and stakeholder management skills