L2 Application Support Engineer

JOB DESCRIPTION

 I.  POSITION OBJECTIVE/ JOB SUMMARY: (Brief description of why the position exists or

• Level 2 of application support that performs deep analysis, troubleshoots, modifies the

code and data of applications used by end customers in production environments

applying knowledge in programming techniques and experience in specific technology

platforms following agreed service level agreement timelines.

II. KEY RESULTS AREAS/JOB RESPONSIBILITIES: (Describes the results for which the

position has an on-going accountability. Accountabilities are statements of the important end

results, which the job needs to achieve to justify its existence. Each accountability statement

should relate to a single end result which must be accomplished and to which some

measurement of performance can be applied.)

Requirements:

1. Education

• Bachelor’s or College degree in Computer Science, Computer Engineering,

Information Technology and/or related field. Other degrees are welcome as long as

1. Experience

• Has at least (3) years of experience in computer programming, analysis and

• Has at least one (1) year of experience in Level 2 Application Support, Incident

• Experience in business domain processes is preferred but not required

1. Work hours and working conditions

• To provide and deliver solutions within the defined timeline across regions, may need

• Some days may be heavy while others may be light. Longer hours may be required

1. Skill

• Proficiency in JavaScript and Node.js, capable of writing and debugging code to resolve

• Proficiency in MySQL syntax, with the ability to perform database queries,

• Experience with Google Cloud Platform (GCP) operations and management, including

services like Compute Engine, Cloud Storage, Docker.

1. Incident Management

1. Receives incidents from the L1 Application Support for resolution and support and

works continuously with them to gain information beneficial to the resolution of the

1. Performs deep analysis and investigation of the incident received from the L1

1. Diagnose faults and determine whether new incidents are related to known errors

1. Contributes to the knowledge base essential for continuous process improvement

1. Problem Management

1. Identifies, reports and submits details of potential problems to Problem Manager

1. Reviews, analyzes, and investigates the problem in order to identify its root cause

1. Consults and works with his or her Immediate Superior regarding the problem.

1. Change Management

1. Identifies the incident or problem if it requires a change request to resolve the

1. Understands and analyzes business processes and provides inputs to further

1. Evaluates change requests to determine feasibility, time required, compatibility and

1. Consults with Immediate Superior or directly communicates with end users to