L2 Application Support Engineer: Incident & RCA Lead

CGI (PHILIPPINES) INC.; Muntinlupa; On-site; PHP 502,000 - 837,000; Full time

Job summary

CGI (PHILIPPINES) INC. is seeking an L2 Application Support Engineer to provide second-line support for business applications. The role focuses on incident ownership, root-cause analysis, and cross-functional coordination to ensure system stability and timely resolutions.

You will troubleshoot, analyze logs, perform SQL queries, and work within an Agile/Scrum environment. The position requires strong communication and proactive problem-solving in a fast-paced service desk context.

Qualifications

• Bachelor’s degree in CS/IT/SE or related field.
• 2–4 years in Application/Production Support.
• Ability to analyze logs and perform RCA.
• Strong communication with technical and non-technical stakeholders.

Responsibilities

• Take ownership of application incidents from investigation to resolution.
• Perform troubleshooting including log analysis and database checks.
• Coordinate with L2 teams and stakeholders to resolve issues within SLAs.
• Conduct RCA for recurring/high-impact issues and document findings.
• Implement approved configuration changes and minor fixes.
• Provide status updates to business stakeholders and manage expectations.

Skills

RCA

Communication

SQL

Log analysis

Scripting

SDLC

Agile

Education

Bachelor's degree in Computer Science / IT / Software Engineering

Tools

Jira

ServiceNow

HDA

Job description

CGI (PHILIPPINES) INC. is seeking an L2 Application Support Engineer to provide second-line support for business applications. The role focuses on incident ownership, root-cause analysis, and cross-functional coordination to ensure system stability and timely resolutions.

You will troubleshoot, analyze logs, perform SQL queries, and work within an Agile/Scrum environment. The position requires strong communication and proactive problem-solving in a fast-paced service desk context.