Application Support Analyst / L2 Technical Support Engineer (RSNT22102026)

Buddle; Manila; Remoto; PHP 420.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Descrizione del lavoro

Buddle is seeking an Applications Support Analyst to monitor, troubleshoot and resolve incidents across cloud, on‑prem and hybrid environments in a 24/7 operation. You’ll work with a distributed team, take ownership of incidents and communicate clearly with stakeholders while keeping production systems reliable.

You should have experience in Linux, SQL, AWS and IT service management principles. This role is remote, with 12‑hour night shifts and rotating days off.

Competenze

• Experience in application support or production support.
• Practical Linux environment troubleshooting experience.
• Working knowledge of AWS and cloud platforms.
• Ability to run SQL queries for data and issue investigation.
• Familiarity with incident, problem and change management processes.
• Strong English written and verbal communication.

Mansioni

• Monitor applications, systems and alerts to identify issues.
• Investigate, troubleshoot and resolve incidents; escalate when needed.
• Lead or support P1 and other high-priority incidents with clear ownership.
• Analyze logs and system behaviour to determine root causes.
• Collaborate with engineering and other teams to restore services.
• Follow incident, problem and change management processes.
• Provide timely updates to stakeholders and maintain incident records.
• Ensure smooth shift handovers in a 24/7 operation.

Conoscenze

Application support

Linux troubleshooting

SQL queries

Cloud environments

Incident management

IT service management

English communication

Agile/DevOps familiarity

Shift work readiness

Strumenti

AWS

Descrizione del lavoro

About Us

Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.

About the Role

As an Application Support Analyst, you’ll help keep business-critical applications and services running smoothly by monitoring systems, investigating technical issues, and providing timely, effective support across cloud, on-premises and hybrid environments.

You’ll work as part of a distributed support team providing 24/7 coverage, collaborating with colleagues across locations to investigate incidents, resolve technical issues, and ensure effective handovers between shifts.

This is a hands‑on technical role suited to someone who enjoys problem‑solving, can work independently, and is comfortable supporting live production environments where reliability, clear communication and timely incident resolution matter.

Key Responsibilities

Application Support and Incident Management

• Monitor applications, systems and alerts to identify potential issues and service disruptions.
• Investigate, troubleshoot and resolve application and system incidents, escalating complex issues when needed.
• Lead or support P1 and other high‑priority incidents, ensuring clear ownership, timely action and appropriate escalation.
• Analyse application logs, system behaviour and error messages to identify root causes and support effective resolution.
• Work with engineering and specialist teams to resolve complex technical issues and restore services as quickly as possible.

Systems and Technical Troubleshooting

• Troubleshoot issues across Linux‑based systems, web applications, databases and cloud environments.
• Use SQL queries and log analysis to investigate application behaviour, data issues and system errors.
• Support applications running across on‑premises, cloud and hybrid infrastructure.
• Use monitoring, IT service management and remote monitoring tools to track incidents, identify recurring issues and maintain service visibility.

Service Delivery and Continuous Improvement

• Follow established incident, problem and change management processes to maintain service quality and reliability.
• Provide clear and timely updates to relevant stakeholders on incident progress, impact and resolution.
• Maintain accurate incident records, technical documentation and troubleshooting procedures.
• Contribute to root cause analysis, incident reviews and improvement initiatives to help prevent recurring issues.
• Work collaboratively with colleagues across locations, ensuring clear shift handovers and continuity of support within a 24/7 operation.

Other Responsibilities

• Ensure incidents and service requests are handled promptly and effectively in line with agreed SLAs and internal service expectations.
• Maintain accurate records of technical activities, incidents, system changes and resolutions.
• Follow established incident management, change management and operational support procedures.
• Adhere to documented operating procedures, maintenance instructions and technical guidelines.
• Support operational readiness and service continuity through system monitoring and other required activities.
• Maintain a strong focus on system reliability, service quality and customer experience.
• Participate in training, product familiarisation and knowledge‑sharing activities to support ongoing development and team effectiveness.

About You

You’re a methodical and proactive problem‑solver who can investigate technical issues, work through complex information and communicate findings clearly. You’re comfortable taking ownership of incidents within your level of responsibility, working independently when needed, and collaborating with others to resolve issues effectively.

Essential Experience and Skills

• Experience in application support, technical support, production support or a similar IT support role.
• Practical experience supporting Linux environments and troubleshooting web applications.
• Working knowledge of AWS and cloud-based environments.
• Experience using SQL to investigate application or data‑related issues.
• Ability to analyse complex logs, system alerts and error messages to identify and troubleshoot problems.
• Understanding of monitoring tools, IT service management systems and incident management processes.
• Experience troubleshooting issues across on‑premises, cloud or hybrid environments.
• Ability to handle incidents according to their priority, including supporting critical incidents and escalating issues appropriately.
• Strong analytical and problem‑solving skills, with the ability to work independently and manage competing priorities.
• Clear written and verbal English communication skills, particularly when documenting technical issues and updating stakeholders.
• Familiarity with Agile and DevOps ways of working.
• Willingness to work within a 24/7 support operation, including the required shift schedule.

Nice to Have

• Experience providing out‑of‑hours, overnight or shift‑based technical support.
• Experience supporting production workloads in AWS or other cloud environments.
• Exposure to business‑critical, high‑availability or regulated systems.
• Knowledge of networking fundamentals and infrastructure troubleshooting.
• Experience contributing to root cause analysis, post‑incident reviews and service improvement initiatives.

Finer Details

Working Pattern: Remote / Home-Based

4 days on / 4 days off

12‑hour overnight shifts

Shift hours: 6:00 PM – 6:00 AM

The role provides support for business‑critical applications and systems requiring 24/7 operational coverage. Training and onboarding will follow a structured schedule before transitioning to the regular 4‑on, 4‑off overnight shift pattern. Occasional participation in training, technical workshops, product familiarisation, or other client activities may be required.