L2 Application Support Engineer

Essilor Shared Services Philippines Incorporated; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

Essilor Shared Services Philippines Incorporated is seeking an Application Support professional to take ownership of incidents from initial investigation through resolution, coordinating with L1/L2 teams and stakeholders to meet SLAs. You will analyze logs, run DB queries, perform RCA, and implement fixes while ensuring system availability.

In a fast-paced, Agile environment, you will document findings, contribute to knowledge base, and support go-live activities and UAT.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
• 2–4 years of experience in Application Support and Production Support.
• Strong root cause analysis and documentation skills.
• Excellent communication with technical and non-technical stakeholders.
• Working knowledge of SQL and databases.
• Ability to analyze application logs and monitoring tools.
• Familiarity with ITSM tools (Jira, ServiceNow, etc.).
• Basic scripting (PowerShell, Bash) is a plus.
• Understanding of SDLC and incident/problem/change management.
• Ability to work under pressure during major incidents.
• Experience in Agile/Scrum environments.

Responsibilities

• Own and resolve application incidents from investigation to resolution within SLAs.
• Troubleshoot including log analysis, DB queries, and system checks.
• Coordinate with L1/L2 and other teams during incidents.
• Conduct root cause analysis and document findings.
• Implement approved configuration changes and fixes.
• Communicate status and timelines to stakeholders.
• Monitor application health, performance, and batch jobs.
• Validate deployments and support go-live activities.
• Maintain incident records and knowledge base articles.
• Assist in UAT and post-release validation.
• Identify process improvements and automation opportunities.
• Manage L2 incidents and work within Agile/Scrum.

Skills

Root cause analysis

Clear communication

SQL/database concepts

Logs & monitoring tools

ITSM tools

Scripting/automation

SDLC understanding

Incident/change management

Work under pressure

Agile/Scrum practices

Education

Bachelor’s degree in CS/IT/SE or related field

Tools

Jira

HDA

ServiceNow

Job description

Duties and Responsibilities:

• Take ownership of application incidents from initial investigation through resolution, ensuring timely progress, follow-up, and resolution within agreed SLAs.

• Perform detailed troubleshooting including log analysis, database queries, and system checks.

• Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant L2 teams.

• Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.

• Implement approved configuration changes and minor application fixes where applicable.

• Coordinate with cross-functional technical and non-technical stakeholders, providing regular status updates, managing expectations, and driving issues toward resolution.

• Provide clear and timely communication to business stakeholders, including sales representatives, customer service agents, and other impacted users, regarding incident status, resolution progress, and expected timelines. Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs.

• Monitor application health, performance metrics, and batch job execution to ensure system availability.

• Validate application deployments and support go-live activities when required.

• Maintain incident records, technical documentation, and knowledge base articles.

• Assist in user acceptance testing (UAT) and post-release validation activities.

• Identify opportunities for process improvement, automation, and incident reduction.

• Manage and prioritize L2 support incidents, service requests, problem investigations, and continuous improvement activities within an Agile/Scrum framework, participating in relevant Scrum ceremonies and ensuring support work is visible and appropriately prioritized.

Qualifications:

• Education: o Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.

• Work Experience: o 2–4 years of experience in Application Support and Production Support.

Skills & Competencies:

• Proven ability to perform root cause analysis and document findings clearly.

• Strong communication skills are essential for effective collaboration with both technical and non-technical stakeholders.

• Working knowledge of database concepts and query execution (e.g., SQL).

• Ability to analyze application logs and monitoring tools.

• Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).

• Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.

• Understanding of Software Development Lifecycle (SDLC).

• Knowledge of incident, problem, and change management processes.

• Ability to work effectively under pressure during major incidents or production issues.

• Working knowledge of Agile/Scrum practices and experience managing, prioritizing, and tracking support or technical activities within an Agile/Scrum delivery model.

Effort & Workload:

• Perform operational and troubleshooting tasks requiring attention to detail and technical analysis.

• Manage low to moderate ticket volumes within defined service level agreements (SLAs).

• Participate in incident bridges and support calls during critical incidents when required.

• Work under guidance of product managers, technical leads to meet task expectations and deliverables.

• Participate in relevant Scrum ceremonies, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives, as applicable to L2 support activities.

Responsibility & Supervision:

• Responsible for investigation and resolution of escalated application incidents within SLA targets.

• Accountable for maintaining accurate documentation, incident records and technical knowledge articles.

• Contributes to system stability and continuous improvement of support processes.

• This role does not have direct supervisory responsibilities.