Applications Engineer

Converge ICT Solutions Inc.; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking an early-career Cadet Application Support Engineer to provide L2 assistance for critical business applications, triaging incidents, reproducing issues, and coordinating vendor escalations.

The role emphasizes learning legacy BSS systems (PowerBuilder-era apps) while leveraging AI tools to draft runbooks, queries, and incident summaries. You will work under strict guardrails and change controls, ensuring high-quality ticket updates and collaboration with L1

Qualifications

• Bachelor's degree (or near completion) in Computer Science, IT, Engineering, or related field.
• 0-2 years experience in IT support, NOC/service desk, junior developer, QA, or internship (accepted)
• Willingness to learn legacy systems and technologies (PowerBuilder-era apps, older DB patterns, batch jobs)
• Comfortable with structured troubleshooting, clear documentation, and working under incident pressure

Responsibilities

• L2 Application Incident and Request Support: handle L2 tickets escalated from L1 using runbooks and knowledge articles; reproduce issues, confirm scope/impact, and classify severity (P1-P4); perform approved low-risk actions following change controls; maintain high-quality ticket updates.
• Legacy Application Support: learn legacy BSS modules, navigate legacy UI flows, perform data sanity checks, contribute to improving runbooks and known-error articles.
• Evidence-Based Triage and Vendor Escalation: isolate fault domain; build evidence packs for vendor L3; coordinate escalation clocks and comms cadence; validate vendor fixes in UAT/pre-prod.
• Release, Cutover, and Hypercare Support: participate in go-live prep, smoke tests, cutover rehearsals, rollback validation; monitor post-release health.
• Quality and Continuous Improvement: identify recurring issues, maintain Known Error Database, contribute to regression checks.
• AI-Assisted Productivity (Guardrailed): use AI to draft troubleshooting trees and runbooks; validate outputs; avoid production code; maintain templates library.
• Collaboration and Communication: work with L1 to improve ticket quality; coordinate with IT Operations; communicate status with users using templates

Skills

Troubleshooting

Documentation

Incident management

Education

Bachelor's degree (or near completion)

Job description

The Cadet Application Support Engineer is an early-career L2 role responsible for supporting critical business applications by triaging incidents and requests, reproducing issues, collecting diagnostic evidence, and coordinating escalations to the vendor (L3) for code-level fixes. This role requires strong willingness to learn legacy technologies (including legacy BSS built on PowerBuilder) while also being highly productive using modern AI tools ('vibe coding') to draft troubleshooting steps, SQL queries, scripts, runbooks, and incident summaries. All AI outputs must be validated and executed under strict guardrails, change controls, and security policies.

Qualifications

Qualifications & Experience

• Bachelor's degree (or near completion) in Computer Science, IT, Engineering, or related field
• 0-2 years experience in IT support, NOC/service desk, junior developer, QA, or internship (accepted)
• Willingness to learn legacy systems and technologies (PowerBuilder-era apps, older DB patterns, batch jobs)
• Comfortable with structured troubleshooting, clear documentation, and working under incident pressure

Certifications (Preferred)

• ITIL Foundation (nice to have)
• Basic cloud fundamentals (AWS/Azure/GCP) (nice to have)
• Basic SQL or database fundamentals training (nice to have)

Key Responsibilities

Details

L2 Application Incident and Request Support

• Handle L2 application tickets escalated from L1 (Helpdesk/NOC) using runbooks and knowledge articles
• Reproduce issues, confirm scope/impact, and classify severity correctly (P1-P4) based on agreed criteria
• Perform approved low-risk actions (configuration within bounds, service restarts/runbooks, basic data checks) following change controls
• Maintain high-quality ticket updates: clear steps taken, timestamps, screenshots, and next actions

Legacy Application Support

• Learn legacy BSS modules, common user journeys, and known failure modes (batch jobs, posting, exceptions, UI behaviors)
• Navigate legacy UI flows and interpret legacy-style logs and error messages
• Perform safe validation checks (data sanity checks, job status verification, dependency checks) based on runbooks
• Contribute to improving legacy BSS runbooks and known-error articles to reduce repeat incidents and vendor dependency

Evidence-Based Triage and Vendor Escalation

• Isolate fault domain (application vs infra vs integration vs access) before escalating
• Build complete 'evidence packs' for vendor L3: steps to reproduce, screenshots, timestamps, correlation IDs, sample records, logs, and observed vs expected behavior
• Coordinate escalation clocks and comms cadence (acknowledge, workaround, restore, permanent fix) with the Service Control Tower / incident bridge
• Validate vendor fixes in UAT/pre-prod when required and confirm restoration post-deploy

Release, Cutover, and Hypercare Support

• Participate in go-live preparation: smoke tests, readiness checklists, cutover rehearsals, and rollback validation steps
• Support hypercare: monitor post-release health, verify critical transactions, and assist in rapid triage if issues occur
• Ensure operational readiness artifacts are updated: runbooks, known issues list, monitoring checks, and support handoffs to L1

Quality and Continuous Improvement

• Identify recurring issues and raise Problem records with suggested remediation steps and prevention actions
• Help maintain a Known Error Database (KEDB) by documenting workarounds and permanent fix references
• Contribute to simple regression checks for critical flows (especially for legacy systems) and track defect escape themes to reduce repeat incidents over time

AI-Assisted Productivity (Guardrailed)

• Use modern AI tools to accelerate work products: draft troubleshooting trees, summarize incidents, propose SQL queries, generate safe scripts, and create runbook templates
• Use AI to create 'first drafts' only. Validate outputs by testing in safe environments and reviewing with leads before execution
• Never paste AI-generated code directly into production. Follow approval workflows, peer review, and change tickets for any executable actions
• Maintain a reusable library of validated prompts, templates, and scripts to improve team consistency and speed

Collaboration and Communication

• Work closely with L1 (Helpdesk/NOC) to improve ticket quality and reduce escalations through knowledge sharing
• Coordinate with IT Operations teams (network, servers, cloud, DB) when incidents involve infra dependencies
• Participate in incident bridges professionally: clear updates, calm execution, and disciplined follow-ups
• Communicate clearly with users and stakeholders on status, impact, and next steps, using approved comms templates