Application Support L2: Incident & RCA Expert

SGS; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Benefits platform

Job summary

SGS is seeking an Application Support Level 2 (L2) professional to provide advanced technical support for business applications, escalating from Level 1, with focus on incident resolution, RCA, monitoring and collaboration with L3 teams.

The role acts as the bridge between Level 1 and Level 3 development teams, handling change, release activities, documentation, and stakeholder communication in a multinational environment. 2–5 years of relevant experience required.

Qualifications

• 2–5 years experience in: Application Support, Technical Support, IT Operations.
• Experience troubleshooting enterprise applications.

Responsibilities

• Investigate and resolve complex application issues escalated from Level 1.
• Perform root cause analysis (RCA) on recurring incidents.
• Analyse logs, database queries, and system alerts to diagnose problems.
• Document solutions and update the knowledge base.
• Ensure incidents are resolved within defined SLAs.
• Identify, record and classify service requests and incidents, and assign a priority.

Skills

Analytical thinking

Problem solving

Attention to detail

Communication skills

Teamwork

Under pressure

Tools

ServiceNow

Azure DevOps

Job description

SGS is seeking an Application Support Level 2 (L2) professional to provide advanced technical support for business applications, escalating from Level 1, with focus on incident resolution, RCA, monitoring and collaboration with L3 teams.

The role acts as the bridge between Level 1 and Level 3 development teams, handling change, release activities, documentation, and stakeholder communication in a multinational environment. 2–5 years of relevant experience required.