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App L2 Support

2 weeks ago

Singapore DXC Technology Full time

**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:
Diploma in IT related discipline

1 year or more working experience in IT industry