L2 Application Support

Title: Application Support (L2)

Location: Singapore

Employment Type: Permanent

Job Description:

We are looking for a proactive and dynamic professional to join our Application L2 support team to provide maintenance and support for a mission critical system.

Training & mentorship will be provided on SOPs, ITSM and usage of Monitoring & Investigation tools.

Roles and Responsibilities:

Provides day-to-day application support for reported production issues and resolve within the stipulated Service Level Agreement (SLA) as per classified severity; not limiting to the following:

• Knowing and understanding the issue,
• Investigate and perform analysis to determine root cause(s),
• Provide corrective and preventive solution,
• Ensure successful and timely completion of application batch jobs,
• Propose improvements to address recurring issues and
• Close monitoring gaps.

Support implementation of changes in accordance with the standard operation procedures to ensure smooth rollouts / deployments,

Identify opportunities for automation to minimize manual task and

Provides 24 X 7 rotating 12 hours shift support

Requirements:

• Strong problem investigation and solving skills,
• Has an analytical mindset and able to understand business and functional concepts,
• Proactive and self-driven and able to work under pressure with a high sense of urgency,
• Good knowledge of Java programming and has hands-on coding experience,
• Possess SQL knowledge and able to construct basic SQL queries,
• Able to understand and grasp concepts of users interfaces, client-server environment, web technology, operating systems (Unix & Windows), database and middleware,
• Ability to work effectively both independently & within a team,
• Good communication skills for interaction with both internal and external stakeholders of all levels (Internal teams, clients, external / other 3rd party vendors, and management),
• Experience with writing scripts for automation will be an advantage and
• Experience working with IT ticketing systems will be an advantage.
• Hands-on experience with Control-M for batch job scheduling, monitoring, and incident management.
• Experience using Splunk to analyze application logs, investigate incidents, and identify performance issues.
• Experience with Grafana for system/application monitoring, dashboard development, and trend analysis.
• Familiarity with ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Experience working in a production support or application support environment with adherence to ITIL best practices.
• Strong analytical and troubleshooting skills with the ability to perform root cause analysis (RCA) and drive issue resolution.

Qualifications:

• Minimum Diploma in IT related discipline
• 3 years or more working experience in IT industry
• ITIL Foundation certification or equivalent knowledge of IT Service Management (ITSM) practices.
• Exposure to Service Desk and ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.