Application Support Engineer: Incident Resolution

Vertere Global Solutions, Inc.; Muntinlupa; On-site; PHP 480,000 - 600,000; Full time

Job summary

Vertere Global Solutions, Inc. is seeking an L2 Application/Production Support Analyst to ensure system stability, resolve incidents, and perform root cause analyses. You will monitor health, logs, and batch jobs while coordinating with technical and business teams.

Responsibilities include supporting deployments, UAT, and post-release validation, plus maintaining documentation and pursuing automation opportunities in an Agile environment.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or related field.
• 2 to 4 years of Application or Production Support experience.
• Knowledge of SQL, application logs, monitoring tools, and ITSM platforms such as Jira or ServiceNow.
• Understanding of incident, problem, and change management processes.
• Familiarity with SDLC and Agile/Scrum practices.
• Basic PowerShell, Bash, or other scripting skills are an advantage.
• Strong troubleshooting, analytical, documentation, and communication skills.
• Ability to work under pressure and collaborate with technical and non-technical teams.

Responsibilities

• Investigate and resolve application incidents escalated from L1 support.
• Troubleshoot issues using logs, SQL queries, monitoring tools, and system checks.
• Perform root cause analysis for recurring and high-impact incidents.
• Monitor application health, performance, and batch jobs.
• Implement approved configuration changes and minor fixes.
• Coordinate with stakeholders and provide timely status updates.
• Support deployments, go-live activities, UAT, and post-release validation.
• Maintain incident records, technical documentation, and knowledge articles.
• Identify opportunities for automation and process improvement.
• Manage and prioritize support activities within an Agile/Scrum environment.

Skills

Troubleshooting

Analytical thinking

Documentation

Communication

Education

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field

Tools

SQL

Monitoring tools

Jira

ServiceNow

Job description

Vertere Global Solutions, Inc. is seeking an L2 Application/Production Support Analyst to ensure system stability, resolve incidents, and perform root cause analyses. You will monitor health, logs, and batch jobs while coordinating with technical and business teams.

Responsibilities include supporting deployments, UAT, and post-release validation, plus maintaining documentation and pursuing automation opportunities in an Agile environment.