L2 Application, Data and Analytics Support Engineer

eBiZolution Incorporated; Makati; On-site; PHP 446,000 - 781,000; Full time

Job summary

eBiZolution Incorporated in Makati, Philippines, is seeking an L2 Application, Data and Analytics Support Engineer to provide second-level technical support for business applications, data platforms, and analytics solutions.

You will investigate escalated incidents, monitor processes, and ensure availability and performance in line with SLAs, while working closely with L1, L3, developers, DBAs, and IT teams.

Qualifications

• Hands-on experience troubleshooting application issues using logs, queries, monitoring tools, and diagnostics.
• Experience with relational databases and SQL for data validation and investigation.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Jira) and deployment processes.

Responsibilities

• Monitor availability, performance, and identify service interruptions.
• Analyze logs, errors, and transactions to determine incidents’ causes.
• Handle and resolve escalated incidents from L1 support and perform RCA.
• Support deployments, patches, upgrades, and post-deployment validation.
• Collaborate with developers, DBAs, and IT teams to resolve defects.

Skills

Troubleshooting

SQL

Monitoring tools

Root cause analysis

Analytical thinking

Team collaboration

Education

Bachelor's degree (CS/IT/IS/CE)

Tools

ServiceNow

Jira

Job description

About the role

L2 Application, Data and Analytics Support Engineer providing second-level technical support for business applications, data platforms, and analytics solutions. The role is responsible for investigating and resolving escalated incidents, performing root cause analysis, monitoring application and data processes, and ensuring the availability, reliability, and performance of supported systems. You will work closely with L1 support, L3 technical teams, developers, database administrators, infrastructure teams, and business stakeholders to resolve technical issues, minimize service disruptions, and maintain service quality in accordance with established service-level agreements (SLAs).

Key responsibilities

• Monitor application availability, functionality, and performance to identify potential issues and service interruptions.
• Analyze system logs, error messages, transaction records, and application behavior to identify the causes of incidents.
• Handle and resolve technical incidents and service requests escalated from L1 support.
• Perform root cause analysis and identify recurring issues and preventive measures.
• Support application deployments, releases, patches, upgrades, maintenance activities, and post-deployment validation.
• Assist developers in designing, coding, testing, debugging, and troubleshooting software applications.
• Collaborate with team members to identify and resolve software defects and technical issues.
• Participate in testing, quality assurance, code reviews, and documentation activities.
• Identify opportunities for automation and improvements in monitoring and support processes.
• Maintain technical documentation and contribute to application reliability and operational efficiency.

About you

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or a related field.
• At least 2–3 years of relevant experience in application support, production support, system support, IT operations, or a related technical role.
• Hands‑on experience troubleshooting application issues using system logs, database queries, monitoring tools, and diagnostic utilities.
• Experience working with relational databases and SQL for data validation, investigation, and troubleshooting.
• Familiarity with IT service management or ticketing systems such as ServiceNow, Jira, or similar platforms.
• Experience participating in application or system deployments, releases, patches, upgrades, maintenance, and post-deployment validation.
• Familiarity with Linux, Unix, and Windows operating systems.
• Knowledge of SQL troubleshooting, querying, maintenance, and problem‑solving.
• Strong analytical, troubleshooting, and problem‑solving skills.
• Ability to work independently and collaboratively in a fast‑paced production environment.