Production Support Analyst (L1/L2) - Incident & Monitoring

Task-Wise VA Consultancy Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Task-Wise VA Consultancy Inc. is seeking an experienced Application Support Analyst (L1/L2) to monitor production applications, investigate incidents, troubleshoot issues, and coordinate with engineering teams for escalations. This role focuses on operations, not development.

You will work with global teams, support US business hours, review logs and runbooks, and ensure data validity during incidents. Familiarity with AWS CloudWatch, SQL, and monitoring tools is essential.

Qualifications

• Experience in L1/L2 Application Support or Production Support.
• Experience handling incidents, alerts, troubleshooting, and production issues.
• Knowledge of Incident Management, Problem Management, and Root Cause Analysis.
• Experience supporting business-critical or enterprise applications.
• Familiarity with AWS environments, including CloudWatch and AWS Console.
• Experience using SQL or PostgreSQL for data validation and troubleshooting.
• Experience with monitoring tools such as Dynatrace, Splunk, CloudWatch, or similar.
• Strong analytical, troubleshooting, and communication skills.
• Comfortable working with global teams and supporting US business hours.

Responsibilities

• Monitor production applications and platform health
• Perform first-level and second-level incident triage and troubleshooting
• Investigate system alerts, service interruptions, and transaction‑related issues
• Review application logs and monitoring dashboards
• Execute operational procedures and established runbooks
• Validate application and transaction data during incident investigations
• Coordinate and escalates issues to L3 engineering and application teams
• Document incidents, findings, resolutions, and recurring issues
• Support operational readiness in a business‑critical environment

Skills

L1/L2 Application Support

Incident Management

Root Cause Analysis

Production Support

Analytical skills

Communication skills

Global/US hours support

Tools

AWS CloudWatch

AWS Console

Dynatrace

Splunk

CloudWatch

PostgreSQL

Job description

Task-Wise VA Consultancy Inc. is seeking an experienced Application Support Analyst (L1/L2) to monitor production applications, investigate incidents, troubleshoot issues, and coordinate with engineering teams for escalations. This role focuses on operations, not development.

You will work with global teams, support US business hours, review logs and runbooks, and ensure data validity during incidents. Familiarity with AWS CloudWatch, SQL, and monitoring tools is essential.