L2 Application Support Officer

JOB DESCRIPTION:

• Provide product and service production support ensuring effective end-to-end functionalities under the supervision of the Application Support Manager.
• Create and monitor product and service performance metrics.
• Perform analysis on service or product functionalities and recommend improvements.
• Consult with the development team, level 3 support, internal clients, and external clients to improve product or service performance.
• Maintain and update technical architectures, configurations, system credentials, processes, and procedures.
• Investigate and resolve incident and problem tickets.
• Establish the root causes of incidents and escalating serious concerns to service management.
• Create and maintain run guides, MOPs (Method of Procedure), and training programs for every enhancement or revision to the product or service.
• Code migration and deployments across environments to ensure continued and synchronized functionality.
• Provide support during implementation and change activities.
• Review and assess change request activities.
• Lead the implementation of patches, parameter changes, fixes, and maintenance activities.
• Review and assess service transition documents and activities.

COMPETENCIES:

• A bachelor’s degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
• 2-5 years of experience in technical support.
• Working knowledge of SQL databases, data transformation, network configurations, operating systems, and infrastructure (cloud and on-premises).
• Working knowledge of front-end and back-end programming languages, such as Java, .NET, ReactJS, JavaScript, Kotlin, Swift, Flutter.
• Advanced proficiency in determining the causes of application errors and repairing them.
• Demonstrable experience as an application support engineer in a related field.
• Ability to keep up with innovation in application design.
• Exceptional ability to provide front-end support to internal departments and web-based clients.
• Exceptional communication skills.