Software Engineer II — Incident Response & Automation

Asurion; Pateros; On-site; PHP 600,000 - 900,000; Full time

Job summary

Asurion is seeking a Software Engineer II for the Sherlock team in Manila. The role focuses on investigating production incidents, triaging tickets, and coordinating with engineering and business stakeholders to improve platform stability and drive operational excellence.

You will contribute to automation initiatives, perform data-driven troubleshooting, and help document processes and runbooks. A strong background in incident management and root cause analysis is essential.

Qualifications

• Bachelor's degree required in CS/IT/Software engineering or related field.
• 3–5+ years of experience in software engineering, application support, production operations, or incident management.
• Strong troubleshooting and analytical skills; experience investigating production incidents and performing root cause analysis.
• Working knowledge of databases and data analysis techniques; ability to work with cross-functional teams.

Responsibilities

• Production Incident Investigation: investigate complex application and customer-impacting issues; perform root cause analysis and identify corrective actions.
• Ticket triage and operational support: review, prioritize, and manage incoming support tickets; coordinate data fixes, development, and business review to move issues forward.
• Defect and problem management: analyze recurring defects and coordinate remediation with development teams; track trends and suggest preventative improvements.
• Technical analysis and troubleshooting: investigate application, database, integration, and workflow issues; validate data and assist troubleshooting; collaborate with DevOps when infrastructure or deployment issues arise.
• Automation and innovation: identify opportunities to streamline investigation and support processes; contribute to automation using modern tools and AI-assisted techniques.
• Knowledge management and mentoring: participate in onboarding and knowledge-transfer; create docs, runbooks, and troubleshooting guides; share expertise within the Sherlock team.

Skills

Troubleshooting

Root Cause Analysis

Incident Management

Collaboration

Communication

Education

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or related field

Job description

Asurion is seeking a Software Engineer II for the Sherlock team in Manila. The role focuses on investigating production incidents, triaging tickets, and coordinating with engineering and business stakeholders to improve platform stability and drive operational excellence.

You will contribute to automation initiatives, perform data-driven troubleshooting, and help document processes and runbooks. A strong background in incident management and root cause analysis is essential.