[ref. z81708218] Application Support Engineer (Full Stack) - Muntinlupa

Job Qualifications:

• Bachelor’s degree in Computer Science, Engineering, IT, or a related field, or other degrees with substantial relevant experience.
• At least (3) years of experience in computer programming, analysis and troubleshooting application. (Non-negotiable)
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management. (Non-negotiable)
• Experience in business domain processes is preferred but not required
• Ability to analyze user requirements and specifications and translate into program codes.
• Ability to test and debug program codes.
• Ability to handle support in the context of current user specification.
• Ability to prepare detailed written instructions and documentation.

Duties and Responsibilities:

1. Incident Management

• Receives incidents from L2 Application Support for resolution and support; works continuously with them to gather information for incident resolution.
• Performs deep analysis and investigation of incidents received from L2 Application Support.
• Diagnoses faults and determines if new incidents are related to known errors or existing incident records.
• Consults with Immediate Superior regarding the incident and business domain processes.
• In case of P1 incidents, diagnoses and identifies the root cause and provides a workaround or solution to resolve the incident quickly.
• Available after working hours for resolving P1 incidents.
• Communicates directly with end customers for additional incident information.
• Contributes to the knowledge base for continuous process improvement in Application Support.

1. Problem Management

• Identifies and reports potential problems to the Problem Manager for review.
• Reviews, analyzes, and investigates the problem to identify its root cause and provide corrective actions or preventive solutions.
• Consults with Immediate Superior regarding the problem.
• Creates and documents root cause analysis, workarounds, and corrective/preventive actions.
• Implements corrective/preventive actions to resolve the problem.
• Verifies that the implemented action addresses the root cause and ensures no new incidents arise.
• Provides updates to the Problem Manager and Immediate Superior on the outcome of implementations.

1. Change Management

• Identifies incidents or problems that require a change request to resolve the issue.
• Understands and analyzes business processes to enhance and clarify change request requirements.
• Evaluates change requests for feasibility, time requirements, compatibility, and system dependencies.
• Consults with Immediate Superior or communicates with end users to clarify change request requirements.
• Ensures best practices are followed in all projects.
• Converts change request requirements into detailed instructions and logical steps for coding.
• Codes computer programs following standard coding procedures and performs unit testing.

1. Customer Service

• Manages customer relationships, ensuring high-quality service and customer satisfaction.
• Assists users in resolving major and complex problems with computer programs.
• Assists in knowledge transfer during project turnover.
• Proactively provides updates to customers on the progress of initiatives.

1. Administrative

• Understands and complies with CMMI standards of the organization.
• Maintains and updates daily monitoring of service deliverables.
• Prepares and submits required reports.
• Can conduct technical assessments of applicants.

1. Teamwork

• Consults with Immediate Lead for guidance, work and performance details, career development, and raises issues, concerns, or suggestions for personal/team improvement.
• Ensures continuity of service by flexibly adjusting to assist other team members.
• Assists in knowledge transfer during project turnover.

1. Learning and Development

• Expands knowledge on business processes and IT-related information.
• Stays up-to-date with current technology, systems information, problems, changes, and updates relevant to the team.
• Provides help or conducts training for Application Support members and Analyst Programmers on technical expertise.

1. Performance of Other Tasks

• Performs other tasks as assigned.