L2 Technical Support Analyst

3 days ago

Central Singapore SINGAPOUR Full time

**Job Description**:
ABOUT D-EDGE:
Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.

Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions. Among the 500 D-EDGERs, the Product & Tech team is made up of a hundred or so enthusiasts who reinvent hotel booking for both the traveler and the hotelier. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Position Summary:
The role of the Level 2 support is to be the connection between Customer service and R&D teams.

The L2 team has to handle multiple types of issues, that can be bugs, incidents, global connectivity issues or misconfigurations on both Availpro & Fastbooking platforms.

The team also has to analyze the platform or partner’s performance and act accordingly.

They handle escalated issues that Level 1 support is not equipped to deal with.

Level 2 will sometimes escalate to Level 3, depending on the issue if this need a fix.

The team works on both platforms and the new team member will be trained to both Availpro & Fastbooking tools.

The job vacancy is based in Singapore and the L2 team is part of the Engineering team.

Work Experience

Essential Duties and Responsibilities:
The Backoffice Support & Operations team is liable for the following responsibilities (but not limited to the following):
Manage Incident Communication
- Collect notifications from R&D and Customer Service (based on Customers feedback)
- Perform preliminary investigations to determine whether issues notified by customers are related with an incident
- Manage internal communication and provide wording for customer communication
- Manage basic notifications to customers (through Extranet, developments are in progress regarding this)

Track & Follow Issues Resolution
- Collect bug reporting from R&D and Customer Service (based on customer feedback)
- Prioritize bug fixes according to their impact on our customer base and discussion with Product -Owner
- Follow bug resolution and manage internal communication

Perform Level 2 Investigations
- Level 2 team perform advanced analysis on issues. These investigations involve technical access to the D-Edge Platform as well as technical expertise on products.
- In order to perform Level 2 investigations, the team requires information to be collected & summarized by Level 1 Advanced.

Documentation

Each Level 2 member is involved in Documentation redaction, the goal is to share the knowledge internally.

Qualifications:
Ability to diagnose and troubleshoot technical issues

Excellent problem-solving and communication skills

Team spirit & adaptability

Willing to learn

**Benefits**:
WHAT WE OFFER:

- At D-EDGE we believe in work/life balance That’s why we are remote friendly and all D-EDGERS can work from home several days per Week.
- In addition to the permanent offer on all Accor hotels, you will discover the private sales and flash offers exclusively offered by Accor brands and hotels.
- You will be provided, at the Company's costs, with all the necessary IT equipment, communication tools.
- You will participate to our great internal invents:

- D-Convention : This is THE event that D-EDGERS are looking forward to
- D-Summer Party : Annual meeting to spend a fun and friendly moment with all D-EDGERS

  • L2 Technical Support Analyst

    2 days ago

    Singapore Luxoft Full time

    **Project** Description**: Do you have a knack for technology, always interested in improving existing processes? Are you at your best when supporting others? Are you passionate about IT process automation using the cutting edge tooling platforms through machine learning? We're looking for someone like that - an L2 Technical Support Analyst - to join our...

  • Support Analyst

    9 hours ago

    Singapore Michael Page Full time

    Join to apply for the Support Analyst (L1 & L2 support)role at Michael Page Join to apply for the Support Analyst (L1 & L2 support)role at Michael Page A collaborative and supportive team environment. Career growth opportunities and continuous learning. A collaborative and supportive team environment. Career growth opportunities and continuous learning....

  • L2 Support Engineer

    7 days ago

    Singapore Purple Drive Technologies Full time

    Role**:JD for L2 Support** Experience: 4+ Location: Singapore **Requirements**: **Technical Skills & Experience** - **JD for L2 Support**: Must Have: - Ready to work in Production Support/L2 Support - Knowledge of Unix, shell script, SQL, Open shift/Kubernetes - Should be proficient in one of the technologies - Java / Python / Database / Hadoop - Strong...

  • Application Support Analyst

    3 days ago

    Singapore UARROW PTE. LTD. Full time

    The Technical Application Support Analyst is responsible to prepare Knowledge Based articles and SOPs & other supporting documents to communicate complex and technical information more easily. He/She able to develop, gather and disseminate technical information through organizational communication channels using readily available infrastructure tools and...

  • IT Support Analyst

    1 week ago

    Singapore StaffGo Full time

    Our client, a leading global law firm, is seeking a dedicated and proactive **L2 IT Service Desk Analyst** to join their team. This is an exciting opportunity for an experienced IT professional to provide escalated technical support and troubleshoot more complex issues in a dynamic, fast-paced professional environment. **The Role** **Key...

  • Cybersecurity Analyst SOC L2

    5 days ago

    Singapore Capgemini Full time

    **About Capgemini** A global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 270,000 team members in nearly 50...

  • L2 Support Analyst

    1 week ago

    Singapore ANTAES ASIA PTE. LTD. Full time

    Contribute to IT projects for Antaes clients - Be a team member of L2 production support team located across Singapore, Hong Kong and India to ensure 24 - 6 production support for the APAC region. - Independently debug and propose resolution/work-around for complex production issues. - Ensure root cause analysis is performed where necessary and manage...

  • Technical Application Support L2

    1 week ago

    Singapore Toss-EX S Pte Ltd Full time

    **Technical Application Support** **L2**: - Support large scale IT infra environment on 24/7 basis; Ready to work in shifts and standby support - Identifying and resolving technical issues; support day to day operations - Attend to incidents and problem resolution within stipulated SLA - Support SRs and changes; Follow the ITSM process - Administer and...

  • SOC Analyst

    1 week ago

    Singapore Thales Full time

    Location: Singapore, Singapore In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible. Thales...

  • Support Analyst

    2 weeks ago

    Singapore GENPACT CONSULTING (SINGAPORE) PTE. LTD. Full time

    **Senior Support Consultant** Senior Support Consultant responsible for L1/L2/L3 support, on call support and functional support as well experience in managing support team. Knowledge in sales activity and collateral management of various front office systems like Summit, Kondor plus, FCO Blotter, Sigma, Murex etc. Knowhow of various upstream and downstream...