L2 Application Support Engineer: Incident Resolution Pro

Phoenix One Knowledge Solutions, Inc.

Muntinlupa

On-site

PHP 360,000 - 720,000

Full time

4 days ago

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Job summary

Phoenix One Knowledge Solutions, Inc. in the Philippines is seeking an L2 Application Support Engineer to provide second-level technical support for business applications, ensuring system stability and timely issue resolution.

You will own incidents from investigation to resolution, perform RCA, and coordinate with cross-functional teams. The role requires strong analytical and troubleshooting skills, effective communication with technical and non-technical stakeholders, and adherence to SLAs

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.

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.