L2 Application Support

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:

Provides day-to-day application support for reported production issues and resolve within the 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,

Ensure successful and timely completion of application batch jobs,

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 24 X 7 rotating 12 hours shift support

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