L3 Application Support (Full Stack)

Job Description

Job Description:

Position Title: L3 Application Support Incumbent:

Department: Development and Support Job Level:

Division: IT Applications Effectivity Date:

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

the overall purpose of the job.)

Last level 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.

Follows the Standard Operation Procedures (SOP) in order to support system application

of end customers

Provides continuous service improvements to eliminate or prevent incidents or problems

and improve service quality for end customers.

Contributes to the team's continuous service improvements to eliminate or prevent

incidents or problems.

Leads a project in defining tasks, project deliverable and schedules of the resources

assigned to the project.

Can directly communicate with end customers for support requirements.

They are the last level of Application Support.

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

1. Incident Management

1. Receives incidents from the L2 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 L2

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

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

1. In case of P1 incidents and being the final level of application support, L3

application support is expected to diagnose and to identify root cause and provide

1. If a P1 incident occurs after working hours then he or she would have to be

1. Directly communicates with end customers for additional information of the

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.
2. Creates and documents root cause analysis details, workaround, and

1. Implements corrective/preventive actions to the problem
2. Verifies if the action has addressed the root cause. Additionally, ensures that the

1. Provides an update to the Problem Manager and Immediate Superior regarding the

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

1. Must ensure that best practice is followed and must always be applied on all

1. Converts change request requirements into sequence of detailed instructions and

logical steps for coding into language that will be processed by computer, applying

1. Codes computer programs following standard coding procedures defined and

1. Customer Service

1. Manages customer relationships and maintains high quality service ensuring

1. Assists users to resolve major and complex problems in running computer programs.
2. Assists in the knowledge transfer during project turn-over.
3. Proactively provides updates to the customer on the progress of the initiative.

1. Administrative

1. Understands and complies with CMMI standards of the organization.
2. Maintains and updates daily monitoring of service deliverables;
3. Prepares and submits of needed reports;
4. Can conduct technical assessment of applicants;

1. Teamwork

1. Consults with his or her Immediate Lead for direction, guidance, work and

performance details, career development and also raises issues, concerns and

1. Ensure continuity of providing service by flexibly adjusting to help other team

1. Assists in the knowledge transfer during project turn-over.

1. Learning and Development

1. Expand knowledge on business process and IT related information;
2. Stay abreast of current technology, systems information, problems, changes and

1. Extends help or conducts training to Application Support members as well as Analyst

1. Performance of other tasks as may be assigned

III. PRINCIPAL RELATIONSHIPS: (Persons/institutions with whom the position has direct

contact:

1. Internal e.g., Immediate Supervisor, Immediate Subordinates, etc.

Level 2 Support

Level 1 Support

Level 3 Support

Incident Manager

Problem Manager

Project Manager

Analyst Programmers

QA Analyst

Immediate Superior

Other ESSPI Team Members

1. External e.g., Customers, consultants, applicants,, etc.)

Business users

Customer's IT Team

External Consultants

Applicants

IV. SUPPLEMENTARY INFORMATION (Requirements):

1. Education

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

troubleshooting application

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JOB DESCRIPTION

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

Management, Problem and Change Management

1. Skills

Strong Analytical and Problem solving skills

Knowledge in different programming languages (will depend on the project

specification and need) available in the industry.

Ability to analyze complex problems, interprets operational needs, and develops

integrated, creative solutions.

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.

1. Desirable Traits

Professional, Honest and with Integrity

Resourceful and self-motivated

Team oriented person

Persevering and patient

Strong attention to detail

Sense of urgency and commitment

Passionate and Fast learner

Logical Person

Knows how to work smart

Can work well under pressure and minimal supervision

1. Work hours and working conditions

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

to go on different shifts or extended working hours.

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

when a need arises.

May require travel to other sites.