Responsibilities

• As L1 Application Support you will be monitoring and logging incidents, ensuring that all required details are accurately collected and properly documented to support efficient resolution and traceability;  
• You will be escalating incidents to L2 support or the Domain Lead when issues cannot be resolved at the L1 level, providing complete and well-structured information to ensure smooth handover and faster troubleshooting;  
• You will be performing initial diagnosis and troubleshooting of incidents, resolving common and repetitive issues within the defined scope of first-line support;  
• You will be communicating directly with end customers to gather additional details, clarify reported problems, and provide timely updates on incident status; 
• You will be identifying incidents that may require a formal change request and notifying the appropriate teams to ensure proper change management procedures are followed; 
• You will be reporting recurring issues and potential systemic problems to L2 support or the Problem Manager, contributing to proactive issue management and service improvement; 
• You will be assisting in reviewing and analyzing problems by providing relevant logs, data, and contextual insights to higher-level support teams; 
• You will be preparing and submitting structured incident reports and documentation for review by senior support levels or management, ensuring transparency and compliance with internal processes. 

Requirements

• 1+ year of experience in Level 2 Application Support, Incident Management, Problem and Change Management, ensuring familiarity with structured support processes and escalation workflows; 
• Work in a hybrid set up (3 day onsite in Alabang, Muntinlupa and 2 day WFH) – Necessary condition; 
• Proficiency in XML, enabling you to read, validate, and troubleshoot structured data formats commonly used in system integrations; 
• Experience with SQL, allowing you to query databases, verify data consistency, and support incident investigation; 
• Experience with Excel, supporting data analysis, reporting, and structured documentation of incidents; 
• Strong analytical and problem-solving skills, enabling effective identification and resolution of technical and functional issues; 
• Experience with any ticketing system, ensuring familiarity with incident logging, tracking, and workflow management; 
• Fast learner with the ability to quickly understand and analyze business processes, enabling efficient support aligned with operational needs; 
• Strong familiarity and working knowledge of Incident, Problem, and Change Management processes, ensuring adherence to structured service management practices;   
• Ability to work well under pressure and with minimal supervision, maintaining service quality in dynamic support environments. 

Nice to have

• Experience with business domain processes, providing additional context and faster understanding of system behavior within the organization. 

We offer

• Salary for work amounting to 30,000 – 35,000 PHP;
• Equipment will be provided;
• HMO on your day 1 + 1 of your chosen dependent;
• Monthly non-taxable allowance;
• Monthly transportation allowance;
• Optical Coverage;
• Year-end leave monetization;
• Gym Subscription;
• Monthly supply of coffee!

Please be advised that we will only contact selected candidates