L2 Application Support
3 days ago
Posting Title: Application Support (L2)
**Job Description**:
We are looking for a proactive and dynamic professional to join our Application L2 support team to
provide maintenance and support for a mission critical system.
Training & mentorship will be provided on SOPs, ITSM and usage of Monitoring & Investigation tools.
Roles and Responsibilities:
stipulated Service Level Agreement (SLA) as per classified severity; not limiting to the following:
- Knowing and understanding the issue,
- Investigate and perform analysis to determine root cause(s),
- Provide corrective and preventive solution,
- If required, escalate case to L3 or technical support for further investigations,
- Propose improvements to address recurring issues and
- Close monitoring gaps.
Support implementation of changes in accordance with the standard operation procedures to
ensure smooth rollouts / deployments,
Identify opportunities for automation to minimize manual task and
Provides after office hours standby duty support where allowances, off-in-lieu or equivalent will be
given as per required:
- One week of standby duty for every one to two months,
- Ad-hoc activation to be onsite for urgent production issues and
- There may also be occasions whereby support duties are required outside of working hours /
public holidays for a short-term basis upon clients’ requests.
**Requirements**:
Strong problem investigation and solving skills,
Has an analytical mindset and able to understand business and functional concepts,
Proactive and self-driven and able to work under pressure with a high sense of urgency,
Basic knowledge of Java programming and has some hands-on coding experience,
Possess SQL knowledge and able to construct basic SQL queries,
Able to understand and grasp concepts of users’ interfaces, client-server environment, web
technology, operating systems (Unix & Windows), database and middleware,
Ability to work effectively both independently & within a team,
Good communication skills for interaction with both internal and external stakeholders of all levels
(Internal teams, clients, external / other 3rd party vendors and management),
Experience with writing scripts for automation will be an advantage and
Experience working with IT ticketing systems will be an advantage.
Qualifications:
- Minimum Diploma in IT related discipline
- 1 year or more working experience in IT industry
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