Senior L3 Engineer – Payment Services

Thakral One; Philippines; On-site; PHP 669,600 - 892,800; Full time

Job summary

Thakral One, located in the Philippines, seeks a Senior L3 Engineer for Payment Services. In this role, you will provide advanced Level 3 support for payment services within the Pay2Bill application environment, resolving complex production issues and supporting deployments.

The ideal candidate will have extensive experience in application support and incident resolution, focused on ensuring operational stability and effective handling of service requests. Strong analytical skills and excellent communication abilities are essential.

Qualifications

• Strong experience in Level 3 application support for payment-related services.
• Ability to handle critical incident resolution in business-critical systems.
• Experience in structured support engagements with defined service scope.

Responsibilities

• Provide Level 3 break-fix support for payment services within Pay2Bill.
• Investigate and resolve complex production issues.
• Perform Root Cause Analysis for P1 and P2 incidents.
• Support deployment planning and execution.
• Document support activities to improve operational continuity.

Skills

Incident troubleshooting

Break-fix support

Root cause analysis

Deployment planning

Job description

As aSenior L3 Engineer – Payment Services, you will provide advanced Level 3 break-fix maintenance and deployment support for the payment services components of the Pay2Bill application environment. You will be responsible for resolving complex production issues, supporting controlled deployments, performing Root Cause Analysis for critical incidents, and helping maintain stable operational support across the engagement.

What You’ll Do and How You’ll Succeed

• Provide Level 3 break-fix support for payment services within the Pay2Bill application landscape.
• Investigate, troubleshoot, and resolve complex production issues affecting payment-related services and application operations.
• Perform Root Cause Analysis for P1 and P2 incidents and support the preparation of RCA reports.
• Support deployment planning and execution, including creation or review of deployment work plans and rollback plans.
• Enable deployment support to Level 2 teams by providing technical guidance and operational handover support.
• Identify patterns in incidents and recommend practical corrective actions within the approved support scope.
• Contribute technical inputs to monthly operations reviews, including incident trends, deployment outcomes, and service risks.
• Collaborate with internal teams to ensure timely issue resolution and stable production support.
• Document support activities, findings, and recovery steps to improve operational continuity.
• Escalate requests appropriately when issues require customisation, rework, or change request-led development activity.

We’d Love to Hear From You If…

Experience

• You have strong experience in Level 3 application support, production support, or maintenance support for payment-related services or enterprise application environments.
• You have handled critical incident resolution and supported deployment activities in business-critical systems.
• You have experience working in structured support engagements with defined service scope and incident governance.

Technical Expertise

• You are strong in incident troubleshooting, break-fix support, and root cause analysis.
• You can support deployment planning, rollback preparation, and operational handover to Level 2 teams.
• You understand how payment service issues affect production stability and business operations.
• You are comfortable working within a support model where non-functional testing and development changes are outside standard scope.

Ways of Working

• You are analytical, composed, and highly accountable in production support situations.
• You communicate clearly with both technical peers and operational stakeholders.
• You are proactive in resolving issues while staying disciplined on scope and service boundaries.
• You work well in collaborative support environments that require strong coordination and follow-through.