Basic Information

Ref number

Req_00020250

Primary Location

Ortigas Center

Description and Requirements

Responsibilities:

  • Provide Tier2 operational support for a range of critical applications
  • Perform problem identification and analysis to resolve incidents quickly and effectively. Investigates and coordinates successful resolution and closure of incidents.
  • Assists with root cause analysis of major incidents
  • Respond to escalations received from any team on application issues and problems. Resolution expected within the contracted Service Levels for all client supported apps.
  • Liaise with other support groups to ensure problems are resolved within SLA
  • Interact with various internal/external IT support groups under Development and Operations to troubleshoot complex problems
  • Identifies recurring technical issues and provides feedback to come up with a permanent fix
  • Participates in various Teams and Project meetings. Expected to receive, understand and execute on assigned tasks.
  • Required to readily learn new skills and consider new ways to address and resolve problems.
  • Required to plan appropriate execution of own tasks so that time is effectively used and progress can be monitored.
  • Assist with the creation and maintenance of client-specific documentation in support of a standard operating environment. Contribute to the ongoing improvement of Application Support initiatives.

Qualifications:

  • Excellent English communication skills
  • Has good analytical and decision-making skills
  • Ability to multi-task and can handle stress well
  • Experience in third-party/client communication is an advantage
  • Must be amenable to work in shifting schedules and 24/7 on-call support


Technical Qualifications:

  • SQL - preferably Oracle, Unix platforms, Microsoft Office
  • Experience/knowledge in the following are preferred:

·         BMC Remedy

·         Java / JavaScript

·         Weblogic

·         Sharepoint

·         HTML

·         AMDOCS

·         HP SiteScope / Business Availability Center (BAC)

  • Familiarity with Incident, Problem, and Change Management (ITIL) concepts

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