Application Support Analyst

Manatal; Philippines; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Life insurance

Team events

Job summary

MicroSourcing is hiring an Application Analyst in a hybrid role based near Eastwood, Quezon City. You will own application incidents from triage to resolution, troubleshoot with internal teams and vendors, and manage daily support queues ensuring SLA-aligned response times.

The role requires ITIL knowledge, ITSM experience, and strong analytical/problem-solving skills. A rotating on-call schedule is expected for this position.

Qualifications

• Experience in Application Support or IT support role.
• Familiar with ITIL processes: Incident, Problem, and Change Management.
• Experience using IT Service Management (ITSM) or Service Desk platforms.

Responsibilities

• Take ownership of application incidents from initial triage through to resolution.
• Troubleshoot, analyze, and escalate issues with internal teams and third-party vendors.
• Manage daily support queues, prioritize requests, and ensure timely resolution per SLAs.
• Monitor application performance, lead incident investigations, and implement workarounds and permanent solutions.
• Support system enhancements, functional testing, audits, and continuous improvement initiatives.

Skills

ITIL familiarity

Incident management

Troubleshooting

Analytical skills

On-call readiness

Tools

ITSM platforms

Service Desk software

Job description

Discover your 100% YOU with MicroSourcing!

Position: Application Support Analyst

Location: Eastwood, Quezon City

Work setup & shift: Hybrid |Dayshift

Why join MicroSourcing?

You’ll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an Application Analyst, you will:

• Take ownership of application incidents from initial triage through to successful resolution.
• Troubleshoot, analyze, and **escalate** application issues while working closely with internal teams and third-party vendors.
• Manage daily support queues, prioritize requests, and ensure timely resolution in accordance with service level agreements (SLAs).
• Monitor application performance, lead incident investigations, and implement workarounds and permanent solutions.
• Support system enhancements, functional testing, audits, and continuous improvement initiatives to optimize application performance.

What You Need:

Non-negotiables

• Experience in Application Support, Application Administration, or a similar IT support role.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience using IT Service Management (ITSM) or Service Desk platforms.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Willingness to work a shifting schedule and participate in a rotating 24/7 on-call support roster.

Preferred skills/expertise

• Experience supporting enterprise or business-critical applications.
• Experience with customer service management platforms.
• Background in retail billing or utility industry applications is highly advantageous.
• Experience working with third-party vendors and managing application support escalations.
• Knowledge of SLA reporting, application monitoring, and continuous service improvement practices.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan—it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply.