Global Application Support Engineer

Avaloq AG; Manila; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

Avaloq AG in Makati City, Philippines is seeking a detail-oriented L2 Application Support Engineer to provide second-level technical support for wealth management and digital online platforms. You will diagnose complex issues, implement solutions, and act as a bridge between end-users and development teams.

You will document incidents, perform root cause analysis, participate in change management, on-call rotations, and coordinate with vendors to ensure reliable platform performance for clients.

Qualifications

• Respond to escalated tickets from L1 support
• Write and debug Oracle SQL queries
• Perform Unix command-line operations
• Document incidents and maintain knowledge base articles
• Collaborate with development teams to identify root causes and implement fixes
• Provide technical guidance to end-users and L1 staff

Responsibilities

• Provide second-level technical support for wealth management and digital online platform applications.
• Analyze and troubleshoot application issues using diagnostic tools and systematic problem-solving.
• Monitor and support application batches, scheduled jobs, and file-processing workflows (Zena, Control-M).
• Document all incidents, resolutions, and workarounds with clear records in the ticketing system.
• Collaborate with development teams to identify root causes of recurring issues and implement permanent solutions.
• Participate in on-call rotation to provide emergency support during critical incidents.
• Conduct root cause analysis (RCA) and prepare detailed reports with recommendations for improvements.

Skills

Second-level support

Analytical thinking

Root cause analysis

Customer communication

Tools

Oracle SQL

Unix command line

Zena

Control-M

Job description

We're looking for a detail-oriented and analytical L2 Application Support Engineer to join our team in Makati City, Philippines. In this role, you will provide comprehensive technical support for our wealth management and digital online platforms, serving as a critical bridge between end-users and our development teams. You will be responsible for diagnosing complex application issues, implementing solutions, and ensuring optimal platform performance to support our clients' financial operations.

• Provide second-level technical support for wealth management and digital online platform applications, handling escalated tickets from L1 support teams
• Write and debug Oracle SQL queries to investigate data issues and perform validation checks.
• Perform Unix command-line operations for log analysis, process monitoring, and job execution.
• Analyze and troubleshoot application issues using systematic problem-solving methodologies and diagnostic tools
• Support and monitor application batches, scheduled jobs, and file-processing workflows using tools like Zena, Control-M, or equivalent.
• Document all incidents, resolutions, and workarounds in the ticketing system with clear records and maintain comprehensive knowledge base articles
• Collaborate with development teams to identify root causes of recurring issues and implement permanent solutions
• Provide technical guidance to end-users and L1 support staff, ensuring clear communication of complex technical concepts
• Maintain detailed knowledge of application architecture, workflows, and system integrations across wealth and digital platforms
• Perform system testing and validation following change management procedures
• Participate in on-call rotation to provide emergency support during critical incidents
• Conduct root cause analysis (RCA) on critical incidents and prepare detailed reports with recommendations for process improvements
• Coordinate with third-party vendors and external partners to resolve platform-related issues and ensure timely resolution