Senior Enterprise App Support Specialist

Plan.It; Philippines; On-site; PHP 450,000 - 750,000; Full time

Job summary

Plan.it, part of NRI’s Managed Services, seeks an Application Support Analyst in the Philippines. The role focuses on providing Level 2/3 support for mission-critical applications, resolving incidents, and engaging with clients to ensure stable, high‑performing systems.

You will work within ITSM practices, perform root-cause analysis, and contribute to ongoing improvements, with exposure to automation and release cycles in a dynamic service-driven environment.

Qualifications

• Experience in handling incidents and service requests within SLA.
• Ability to perform root-cause analysis for recurring issues.
• Strong troubleshooting and analytical skills with structured problem solving.
• Experience engaging with clients and translating technical issues to non-technical stakeholders.
• Familiarity with ITSM processes and release management.

Responsibilities

• Provide Level 2/3 support for business-critical applications and ensure timely incident resolution.
• Engage with clients, provide updates on incidents and service performance.
• Manage incidents, problems, and changes within ITSM frameworks (e.g., ServiceNow).
• Maintain documentation, runbooks and knowledge base articles.
• Participate in continuous improvement and automation initiatives.

Skills

Incident management

Change management

SQL basics

Stakeholder management

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Monitoring tools

Job description

Plan.it, part of NRI’s Managed Services, seeks an Application Support Analyst in the Philippines. The role focuses on providing Level 2/3 support for mission-critical applications, resolving incidents, and engaging with clients to ensure stable, high‑performing systems.

You will work within ITSM practices, perform root-cause analysis, and contribute to ongoing improvements, with exposure to automation and release cycles in a dynamic service-driven environment.