L2 Application Support
City Of Muntinlupa
What you’ll do
- The L2 Application Support Engineer is responsible for providing second-level technical support for business applications
- Ensuring system stability, performance, and timely issue resolution within agreed service levels.
- This role investigates incidents, performs root cause analysis, implements configuration changes, and coordinates with
- Development and technical teams to resolve complex technical issues. The position requires strong analytical skills and
- Troubleshooting skills, attention to detail, and the ability to work independently while maintaining high service quality
- Standards.
- Perform detailed troubleshooting including log analysis, database queries, and system checks.
- Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant
- L2 teams.
- Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.
- Implement approved configuration changes and minor application fixes where applicable.
- Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs.
- Monitor application health, performance metrics, and batch job execution to ensure system availability.
- Validate application deployments and support go-live activities when required.
- Maintain incident records, technical documentation, and knowledge base articles.
- Assist in user acceptance testing (UAT) and post-release validation activities.
- Identify opportunities for process improvement, automation, and incident reduction.
Effort & Workload
- Perform operational and troubleshooting tasks requiring attention to detail and technical analysis.
- Manage low to moderate ticket volumes within defined service level agreements (SLAs).
- Participate in incident bridges and support calls during critical incidents when required.
- Work under guidance of product managers, technical leads to meet task expectations and deliverables.
- Responsible for investigation and resolution of escalated application incidents within SLA targets.
- Accountable for maintaining accurate documentation, incident records and technical knowledge articles.
- Contributes to system stability and continuous improvement of support processes.
- This role does not have direct supervisory responsibilities.
Must Have
Education
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.
Work Experience
- O 2–4 years of experience in Application Support and Production Support.
Skills & Competencies
- Proven ability to perform root cause analysis and document findings clearly.
- Strong communication skills are essential for effective collaboration with both technical and non-technical
- Stakeholders.
- Working knowledge of database concepts and query execution (e.g., SQL).
- Ability to analyze application logs and monitoring tools.
- Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).
- Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.
- Understanding of Software Development Lifecycle (SDLC).
- Knowledge of incident, problem, and change management processes.
- Ability to work effectively under pressure during major incidents or production issues.