Application Support Engineer

White Cloak Technologies, Inc.


Date: 3 weeks ago
City: Mandaluyong City
Contract type: Contractor
An Application Support Engineer must be able to monitor and maintain the efficiency of our products and services. Duties include reporting to the different teams, collaborating with colleagues, performing code migration and deployments, and providing IT (Information Technology) support to our clients.

Job Description

  • Provide product and service production support ensuring effective end-to end functionalities under the supervision of the Application Support Manager.
  • Create and monitor product and service performance metrics.
  • Perform analysis on service or product functionalities and recommend improvements.
  • Consult with the development team, level 3 support, internal clients, and external clients to improve product or service performance.
  • Maintain and update technical architectures, configurations, system credentials, processes, and procedures.
  • Investigate and resolve incident and problem tickets.
  • Establish the root causes of incidents and escalating serious concerns to service management.
  • Create and maintain run guides, MOPs (Method of Procedure), and training programs for every enhancement or revision to the product or service.
  • Code migration and deployments across environments to ensure continued and synchronized functionality.
  • Provide support during implementation and change activities.
  • Review and assess change request activities.
  • Lead the implementation of patches, parameter changes, fixes, and maintenance activities.
  • Review and assess service transition documents and activities.


Qualifications

  • A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar.
  • 2-5 years of experience in technical support. Working knowledge of SQL databases, data transformation, network configurations, operating systems, and infrastructure (cloud and on-premises).
  • Working knowledge of front-end and back-end programming languages, such as Java, .NET, ReactJS, JavaScript, Kotlin, Swift, Flutter. Advanced proficiency in determining the causes of application errors and repairing them.
  • Demonstrable experience as an application support engineer in a related field.
  • Ability to keep up with innovation in application design.
  • Exceptional ability to provide front-end support to internal departments and web-based clients.
  • Exceptional communication skills.

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