Application Support L2: Incident Resolver & Tech Liaison

SGS; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

SGS, a world-leading testing, inspection and certification company, is seeking an Application Support L2 professional to provide advanced technical support for business applications, resolve incidents, perform root-cause analysis, monitor systems, and classify service requests to ensure stability and performance.

You will bridge Level 1 and Level 3 teams, collaborate with developers, assist in deployments, maintain documentation, and communicate with business users about issue status.

Qualifications

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

Responsibilities

• Investigate and resolve complex application issues escalated from Level 1 support.
• Perform root cause analysis (RCA) on recurring incidents and document solutions.
• Analyse logs, database queries, and system alerts to diagnose problems.
• Maintain knowledge base and ensure incidents meet defined SLAs.
• Collaborate with Level 3 development teams for bug fixes and release validation.
• Support deployments and coordinate rollback procedures if needed.
• Communicate issue status to business users and provide workarounds when necessary.

Skills

Analytical thinking

Problem-solving

Communication

Teamwork

Tools

ServiceNow

Azure DevOps

Job description

SGS, a world-leading testing, inspection and certification company, is seeking an Application Support L2 professional to provide advanced technical support for business applications, resolve incidents, perform root-cause analysis, monitor systems, and classify service requests to ensure stability and performance.

You will bridge Level 1 and Level 3 teams, collaborate with developers, assist in deployments, maintain documentation, and communicate with business users about issue status.