L2 Support Engineer

3 days ago

Singapore DXC Technology Full time

**Posting Title**:Application Support (L2)**

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**:

- 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 be requirement:

- To provide support duties are required outside of working hours / public holidays for a short-term basis upon clients’ requests; or,
- To provide 24/7 support duties on rotating 2 (12hrs) or 3 (8hrs) shifts.

**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,
- 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 and
- Good communication skills for interaction with both internal and external stakeholders of all levels (Internal teams, clients, external / other 3rd party vendors and management)

**Good to have**:

- Experience working with IT ticketing systems (JIRA, ServiceNow)
- Knowledge of monitoring products, especially Splunk and eG Enterprise.
- Experience with writing scripts for automation

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