Hybrid L1 Application Support Analyst (24x7)

Gallium31 Corporation; Taguig; Hybrid; PHP 250,000 - 420,000; Full time

Job description

Role summary. The L1 Application Support Analyst is the first point of contact for the client's agents and business users on application issues and requests. The role monitors support channels and applications, logs and triages tickets, resolves what it can through documented procedures, and escalates to L2 when deeper technical work is needed.

Key responsibilities

• Monitor and respond to support channels, including messaging apps (Telegram, Viber), shared mailboxes, and ServiceNow/RemedyForce queues.
• Log, categorize, and prioritize incidents and service requests.
• Perform initial troubleshooting using runbooks, SOPs, and knowledge articles.
• Monitor application availability, interfaces, batch jobs (including LifeAsia), and alerts, and run end-to-end health checks.
• Escalate issues to L2 when they cannot be resolved within L1 criteria.
• Track tickets to closure within the client's priority-based SLAs, keep users updated, and confirm resolution with them before closing.
• Support deployments through health checks and end-to-end validation.
• Prepare operational reports and support metrics.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related field, or equivalent relevant experience.
• At least 2 years of experience in application support, production support, service desk, IT operations, or a related support role.
• Experience using ITSM or ticketing tools and following documented support procedures.
• Clear written and verbal communication with business users.
• Willing to work shifting schedules, including weekends and holidays.

Preferred

• Experience supporting enterprise or business-critical applications.
• Experience in a 24x7 or shifting production-support environment.
• Basic familiarity with Windows, Linux/Unix, databases, and SQL.

Tools and environment

ServiceNow, RemedyForce, and SimpleCRM for ticketing; Dynatrace, Komodor, Truesight, and internal dashboards for monitoring. The supported applications are a mix of cloud-hosted and on-premises life insurance systems, including new business, underwriting, after-sales, payment, and agent-facing applications, with LifeAsia on IBM AS400 as a core system.

Work arrangement

• 24x7 support, including weekends and holidays, on a shifting schedule.
• The weekday morning shift works onsite. Mid-shift, graveyard, weekend, and holiday shifts may work from home. Onsite attendance may be required for critical incidents, deployments, knowledge transfer, or workshops.
• Fully dedicated to the client engagement.