L2 Application Support Engineer - Microsoft 365

White & Case Global Operations Center Manila; Makati; Hybrid; PHP 600,000 - 1,100,000; Full time

Benefits offered by this job

Competitive compensation package

Comprehensive health coverage + Life보험

Retirement plan

Career growth in Cloud, DevOps, and SR

Job summary

White & Case Global Operations Center Manila is seeking an Applications Operations Engineer (Tier 2) to monitor enterprise applications, troubleshoot in 2nd level, manage major incidents, and drive automation for high availability across global operations.

The role requires 2+ years in operations support, familiarity with ITIL, and hands-on use of Dynatrace, Splunk, AppDynamics, and other observability tools. The position is hybrid in Makati with global responsibilities.

Qualifications

• Minimum 2 years’ experience in application, service or IT operations support.
• Experience supporting business-critical enterprise applications in production environments.
• Knowledge of application monitoring, event and incident management, service restoration and ITIL practices.
• Hands-on experience with observability tools such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, Datadog or New Relic.

Responsibilities

• Monitor service health, perform L2 troubleshooting, and coordinate escalations to technical teams.
• Drive service restoration, lead major incident bridges, and manage stakeholder communications.
• Conduct operational checks, maintain runbooks, and ensure ITIL compliance across incident and change management.
• Analyze system metrics (Dynatrace, Splunk) and identify automation opportunities.
• Provide centralized operational support for global offices and support onboarding of new services.

Skills

Monitoring & troubleshooting

Incident management

ITIL practices

Dynatrace

Splunk

AppDynamics

Azure Monitor

Datadog

SQL troubleshooting

ITSM platforms

Windows & Linux

Cloud & server environments

Automation & scripting

Communication & stakeholder mgmt

Log analysis

Microsoft 365 / AD / Entra ID

Tools

Dynatrace

AppDynamics

Splunk

SolarWinds

Azure Monitor

Datadog

New Relic

ServiceNow

Jira Service Management

Remedy

Job description

Applications Operations Engineer - L2 Support

Full Time | Makati | Hybrid

Role Summary:

We are seeking an experienced Application Operations Engineer (Tier 2) to join our Application Operations Center (APOC). In this role, you will monitor enterprise applications, perform 2nd-level troubleshooting, manage major incidents, and drive automation to ensure high service availability for our global operations.

Key Responsibilities

• Monitoring & Incident Escalation: Monitor service health, perform L2 troubleshooting, and coordinate escalations to technical teams.

• Incident Management: Drive service restoration, lead major incident bridges, and manage stakeholder communications.

• Operations & Runbooks: Conduct operational checks, maintain runbooks, and ensure ITIL compliance across incident and change management.

• Reporting & Optimization: Analyze system metrics (Dynatrace, Splunk) and identify process or scripting automation opportunities.

• Global Support: Provide centralized operational support for global offices and support onboarding of new services.

Qualifications

• Minimum 2 years’ experience in application, service or IT operations support.

• Experience supporting business-critical enterprise applications in production environments.

• Knowledge of application monitoring, event and incident management, service restoration and ITIL practices.

• Hands-on experience with observability tools such as Dynatrace, AppDynamics, Splunk, SolarWinds, Azure Monitor, Datadog or New Relic.

• Familiarity with application architecture, APIs, middleware, databases, integrations, batch processing and scheduled jobs.

• Basic SQL troubleshooting skills and experience using ITSM platforms such as ServiceNow, Jira Service Management or Remedy.

• Working knowledge of Windows, Linux, cloud and server environments.

• Strong analytical, problem-solving, communication and stakeholder-management skills.

• Ability to analyze logs, alerts and performance data, coordinate technical teams and support major incidents and service recovery.

• PowerShell, scripting, automation, Microsoft 365, Exchange Online, Active Directory, Entra ID and Azure, AWS or GCP experience preferred.

• Relevant ITIL, Microsoft, cloud, APM or automation certifications are an advantage.

• Willingness to work in a 24x7 global operations environment.

• Experience in an Application Operations Center, Command Center, Major Incident Management or Service Reliability function is highly desirable.

What We Offer

• Competitive compensation package

• Comprehensive HMO coverage + Life Insurance + Retirement Plan

• Opportunities for career growth in Cloud, DevOps, and Site Reliability Engineering (SRE)