Level 2, Application Support Engineer

Your Profile – Who you are:

You are a result driven technical person that craves solving real world problems helping people through digital transformations.  You are a naturally energetic, structured and creative person. You have a history of sticking with tough problems and love solving them with your team. You demonstrate go-getter attitude to drive solutions to problems.  You are able to foster teamwork, promote team collaboration and communication, and gauge project progress.  Your team expects you to be personable, use respectable manners, maintain stable composure, demonstrate a positive attitude, able to work under pressure and has multi-tasking capabilities. 

Your Duties:

• Investigate technical support issues raised by the client and swiftly provide a workaround/resolution within the required SLA
• Coordinate with other technical teams (service & infrastructure teams, software development, and 3rd-party vendors) in troubleshooting and resolving service incidents following the defined incident management process
• Gather and analyze information from different sources (e.g. application and system logs, monitoring tool, etc.) to troubleshoot problems
• Escalate software defects to development and follow-up for solution/fix to resolve support tickets
• Conduct knowledge sharing sessions for other team members to improve their technical knowledge and skills
• Participate in post-incident review to identify the root cause of a service disruption and preventive actions, and prepare an incident summary report to stakeholders
• Provide on-call support during non-business hours and weekends (on rotation basis)                     

 Your Experience and Qualification in: 

• Bachelor's Degree or higher in Computer Science/Information Technology or related fields.
• Minimum 3-year experience in application support, esp. POS system
• Strong problem investigation/troubleshooting skill
• Hand-on experience with Unix/Linux platform
• Ability to communicate in English (reading/writing/speaking) is a must
• Good knowledge in web development technology (HTML, JavaScript, CSS, web services)
• Experienced in using system and application monitoring tools like Prometheus, Nagios or AppManager is nice to have
• Mature; self-motivated; able to work independently
• Able to work under pressure