L2 Application Support Engineer

Globe Telecom, Inc.; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Career growth

Competitive compensation

Flexible benefits

Job summary

GCash, the leading fintech in the Philippines, seeks a senior technical operations professional to own investigation, incident response, and runbook maintenance for high-traffic services. You will dig into escalated incidents, reproduce issues end-to-end, document root causes, and drive fixes with delivery teams.

You’ll leverage Unix/Linux, Kubernetes, MySQL/PostgreSQL, and Python to build automation, analyze traces, and improve observability.

Qualifications

• At least 7 years in IT application support, SRE, DevOps, software development, or a related technical operations role
• At least 3 years in a senior L2/L3 production support role in a high-traffic, distributed, cloud-native environment
• Hands-on experience with Unix/Linux, relational databases (MySQL or PostgreSQL), Kubernetes, and an ITSM platform

Responsibilities

• Independently investigate escalated incidents using logs, traces, databases, and code analysis
• Replicate production issues end-to-end and document root causes with business impact
• Propose fix directions with clear recommendations for delivery teams
• Raise and document bugs with reproduction steps, logs, and impact
• Collaborate with Dev, QA, and architects to drive fixes to production and close the loop
• Act as technical SME during major incidents and participate in war room calls
• Develop automation to reduce ticket volume and incident handling time

Skills

Unix/Linux

Kubernetes

Root cause analysis

Stakeholder collaboration

Education

Bachelor's degree in Computer Science or IT

Tools

Python

SQL (MySQL/PostgreSQL)

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

What You Will Do

Investigation & Bug Management

• Independently investigate escalated, non-playbook incidents using application logs, distributed traces, database queries, and source code — investigation goes all the way down to the code level when needed
• Replicate production issues end-to-end and produce a clear, structured root cause document — covering the trigger, failure mechanism, blast radius, and business impact
• Craft a well-reasoned solution recommendation based on the identified root cause and failure pattern — not just a workaround or a follow-up; a proposed fix direction that delivery teams can act on
• Raise and document bugs with the precision and completeness that development teams need to move immediately — reproduction steps, log evidence, code-level findings, impact scope, and recommended solution approach
• Work actively with delivery teams (Dev, QA, architects) to drive the proposed solution to production; own the closure loop — not just the escalation

Incident Response

• Serve as the technical SME for incidents affecting your assigned services
• Engage immediately during major incidents — correlate signals across observability platforms, perform log analysis, drive parallel investigation tracks, and execute workarounds within SLA
• Participate in war room calls; contribute structured, evidence-based troubleshooting

AIOps & Observability

• Use AIOps Observability platforms for deep-dive investigation — correlate APM traces, infrastructure metrics, log data, and anomaly signals to isolate root cause faster and with more precision
• Identify gaps in service observability — missing monitors, unmapped services, incomplete trace coverage — and raise actionable recommendations to improve investigation capability across assigned services
• Understand how alerts flow from observability tools into the incident pipeline; distinguish signal from noise during active incidents

Runbook & Knowledge Management

• Own runbook and KB article coverage for all assigned services — current, accurate, and executable by L1
• Produce post-incident documentation (impact, RCA, mitigation, updated runbook) after every major incident
• Conduct knowledge transfer sessions to the L1 Technical Service Desk for newly documented playbooks

Automation & Tools Development

• Identify and build automation solutions that reduce ticket volume and cut handling time
• Develop tools using Python and scripting; contribute to internal automation platforms

Service Transition

• Own the L2 side of Operational Readiness for new or enhanced products — participate in training, shadowing, and reverse-shadowing with development tribes

Minimum Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent
• At least 7 years in IT application support, SRE, DevOps, software development, or a related technical operations role
• At least 3 years in a senior L2, L3, or equivalent production support role in a high-traffic, distributed, cloud-native environment
• Demonstrated experience working independently — owning services, making technical decisions, and interfacing directly with senior engineers, architects, and business stakeholders without supervisory oversight
• Hands‑on experience with Unix/Linux, relational databases (MySQL or PostgreSQL), Kubernetes, and an ITSM platform
• Demonstrated ability to read and navigate application source code to the level required for root cause analysis and solution formulation — prior software development, SRE, or DevOps experience is strongly preferred

What We Offer

• Opportunity for career growth and development in the #1 FinTech company in the country
• Working with a dynamic and highly collaborative team who want to change the game
• A company that values their people with highly competitive and flexible compensation and benefits package

Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones. GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G‑Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP‑licensed e‑money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth‑building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long‑term confidence in the continuously evolving digital landscape.