Job Responsibilities
- Provide Level 2 support for various enterprise applications, troubleshooting and resolving incidents reported by users or detected via monitoring tools.
- Investigate and diagnose complex technical issues related to application functionality, performance, and integration with other systems.
- Manage the full incident lifecycle — from identification, logging, categorization, and prioritization to resolution and closure.
- Escalate unresolved issues to Level 3 or development teams in accordance with defined SLA and escalation procedures.
- Conduct
Root Cause Analysis (RCA)
for recurring incidents and implement preventive solutions. - Support planning, testing, and deployment of application releases, patches, and updates to ensure smooth rollout with minimal user impact.
- Validate release packages across environments (development, testing, production).
- Identify opportunities for process improvement and implement solutions to enhance service quality and operational efficiency.
- Provide mentorship and technical guidance to junior analysts.
- Demonstrate professionalism, teamwork, and a customer-focused approach in all support activities.
Qualifications
- Bachelor's Degree in
Computer Engineering / Telecommunication
or equivalent. - Minimum
2 years of experience
in a similar role. - Proficient in:
Linux, Nginx, RedHat, Redis, RabbitMQ. - Strong understanding of
Systems Development Life Cycle (SDLC)
. - Analytical and problem-solving mindset with solid planning skills.
- Able to work on a
shift-based schedule (2–3 shifts)
and
overtime
if required. - Excellent communication and collaboration skills.