Job Scope:
- Perform and manage incident and event tickets
- Determine priority and resolution from Level 1 escalation within defined SLA in compliance to client's incident management process.
- Escalate incident and event tickets to Level 3 teams within defined SLA in compliance to client's incident management process.
- Perform in depth production incident troubleshooting, resolve any production incident and monitor the fixes to ensure correct resolution.
- Provide trend analysis and root cause analysis on recurring incidents and defects
- Review and plan continuous improvements to ensure smooth running of the applications.
- Manage application jobs, and provide instructions to Level 1 Application Operations team for jobs recovery execution
Job Qualifications:
- Bachelor's Degree in Computer Science or equivalent
- 5+ years of experience in application support with hands-on experience in Oracle PL/SQL
- Well versed with ITIL Concepts Incident, Problem, Change and Release Management, Knowledge Management
- Experience in performing and managing incident and event tickets, and providing relevant issue resolution
Bernice Mae Nocum Rallonza EA License No. 02C3423 Personnel Registration No. R1442141
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