L2 Application Support Engineer — Incident & RCA Lead

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

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.