Job Description
Nature of Work
Provide second-level technical support for applications, handling escalated
incidents from Level 1 support and ensuring timely resolution within defined SLAs.
Utilize SQL queries to analyze and troubleshoot issues in MySQL, Oracle, PostgreSQL
databases, performing data fixes and optimizations as necessary.
Administer and support applications running on UNIX/Linux environments,
including shell scripting (e.g., Bash) for automation tasks, log analysis, and system
monitoring.
Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, RDS, S3) used
for application hosting, storage, and integration.
Collaborate closely with development teams to escalate and resolve issues requiring
code changes or enhancements.
Implement and adhere to IT Service Management (ITSM) processes such as incident,
problem, and change management.
Document support processes, procedures, and troubleshooting steps to ensure
knowledge sharing and training of Level 1 support teams.
Participate in on-call rotation and handle urgent support requests outside regular
business hours when necessary.
Problem Solving
Accountable for solving problems and dealing with difficulties in line with policy,
process and other guidelines applying technical knowledge and expertise
Depending on the nature of the specific role, problems can range from repetitive
daily issues to complex technical problems requiring significant expertise
Escalate problems according to guidelines
Provide technical solutions for deficiencies in process, application configuration and
operational procedures.
Resource Complexity
Accountable for prioritizing own use of time to deliver the workload expected of the
role while working within policy and guidelines and applying technical knowledge
Understand and proactively involve in programs related to Tech Upgrade, Platform
Automation and Cloud Migration program.
Ensure that delivery is sufficiently well designed to mitigate the risks posed by the
changes
Ensure compliance with all applicable laws and regulations relating to the above
functional activities
Requirements
Experience
Minimum 2 years of working experience with Rest API services
Minimum 2 years of working experience with Java frameworks such as (J2EE EJB,
Spring, Microservices)
Minimum 3 years of working experience with microservices framework and
containers
Working experience with AWS Cloud
Minimum 2 years of experience in application support, with a strong command of
Java, SQL, MySQL, Oracle, and PostgreSQL databases.
Proficiency in UNIX/Linux operating systems, including shell scripting (e.g., Bash) for
automation and system administration tasks.
Solid understanding of Cloud AWS services and their application in a business
environment, with hands-on experience in configuration and troubleshooting.
Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.
Education
Academic: Bachelor's/Master's degree in Degree in Computer Science, IT or related
discipline (preferred
