Application Support Analyst - Out-of-Hours

Indigina Philippines, Inc.; Makati; On-site; PHP 420,000 - 660,000; Full time

Job summary

Indigina Philippines, Inc. is seeking an Application Support Analyst to join our growing support team, delivering application and technical support for clients across the UK and Ireland. You will monitor, troubleshoot, and resolve incidents while adhering to SLAs and ITIL processes.

The ideal candidate has a IT/CS/Engineering degree, experience in application support, strong problem-solving, and willingness to work UK out-of-hours shifts including weekends and holidays.

Qualifications

• Bachelor's degree in IT, CS, or engineering.
• Experience in Application/IT Support or Service Desk.
• Strong troubleshooting and problem-solving.
• Ability to analyse issues systematically and identify root causes.
• Understanding of IT service management principles; ITIL knowledge or certification is an advantage.
• Experience with ticketing systems and incident management.
• Basic understanding of networking and connectivity troubleshooting.
• Familiarity with writing simple SQL queries to investigate data.
• Strong written and verbal communication skills; customer-focused.

Responsibilities

• Provide application support for clients across the UK and Ireland.
• Monitor, analyse and triage application incidents and issues reported by clients.
• Take ownership of incidents through to resolution, implementing fixes where possible.
• Escalate incidents to the appropriate technical or development teams as required.
• Follow ITIL-based Incident, Problem and Change Management processes.
• Ensure incidents and service requests are handled within SLAs.
• Maintain clear records of incidents, troubleshooting activities, and resolutions.
• Communicate effectively with customers and internal teams on incident progress.
• Provide remote assistance and technical support to customers.
• Work with other teams to investigate and resolve complex incidents.

Skills

Troubleshooting

Root cause analysis

ITIL knowledge

SQL basics

Service Desk

Ticketing systems

Customer service

Communication skills

Windows/Linux

Networking basics

Education

Bachelors in IT/CS/Engineering

Tools

SQL databases

Job description

Indigina Philippines, Inc. is seeking an Application Support Analyst to join our growing support team, delivering application and technical support for clients across the UK and Ireland. You will monitor, troubleshoot, and resolve incidents while adhering to SLAs and ITIL processes.

The ideal candidate has a IT/CS/Engineering degree, experience in application support, strong problem-solving, and willingness to work UK out-of-hours shifts including weekends and holidays.