L3 Application Support Engineer

NYGC Services INC; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

NYGC Services INC. is seeking an L3 Application Support Specialist to provide advanced technical support for a portfolio of enterprise applications. You will resolve complex production issues, perform root-cause analysis, and implement corrective actions to keep services stable and reliable.

Responsibilities include incident handling, change and release support, and collaboration with users, technical teams, and vendors. A strong foundation in databases, APIs, and ITIL processes is required.

Qualifications

• Bachelor's degree or higher in CS/IT/Engineering or related field.
• At least 3 years of experience in application support, development, or troubleshooting including Level 3 support and ITIL.
• Experience with web apps, databases, integrations, and production environments.

Responsibilities

• Resolve escalated incidents and service requests involving applications, databases, and APIs.
• Perform root-cause analysis and implement corrective and preventive actions within SLAs.
• Support problem, change, and release management, including testing and deployment.
• Coordinate with business users, support teams, developers, and vendors.
• Maintain tickets, reports, and knowledge articles; provide guidance to the team.

Skills

SQL

JavaScript

API Integrations

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Classic ASP

Azure Portal

Job description

JOB SUMMARY

• The L3 Application Support Specialist provides advanced technical support for a portfolio ofenterprise applications.
• The role resolves complex production issues, performs root-cause analysis, implements correctiveactions, supports changes and releases, and works with users, technical teams, and vendors tomaintain stable and reliable services.

KEY RESPONSIBILITIES

• Resolve escalated incidents and service requests involving applications, databases, integrations,APIs, interfaces, access, performance, and production environments.
• Perform root-cause analysis, provide workarounds, and implement corrective and preventiveactions within agreed service levels.
• Support problem, change, and release management, including impact assessment, testing,deployment, production validation, and monitoring.
• Coordinate with business users, support teams, developers, infrastructure teams, management,and third-party vendors.
• Maintain ticket records, operational reports, technical documentation, and knowledge articles;provide guidance and knowledge transfer to the team.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's or College degree in Computer Science, Information Technology, Engineering, or arelated field; equivalent relevant experience may be considered.
• At least three years of experience in application support, development, or technicaltroubleshooting, including exposure to Level 3 support and ITIL processes.
• Experience supporting web applications, databases, integrations, APIs, and productionenvironments.

TECHNICAL SKILLS

• ASP development or support experience, preferably Classic ASP.
• Strong SQL skills for investigation, validation, troubleshooting, and controlled data correction.
• Working knowledge of JavaScript, Node.js, and API-based integrations.

L3 Application Support

• Knowledge of ITIL practices covering incident, service request, problem, change, release, andknowledge management.
• Basic knowledge of Digital Asset Management platforms and Aprimo SaaS.
• Familiarity with Microsoft Azure Portal.