L3 APPLICATION SUPPORT

Position Description.
As an L3 Application Support, you will be responsible for analyzing, investigating, troubleshooting, and configuring applications used by end customers utilizing knowledge and experience in specific technology platforms and business domain processes within a particular period following agreed service level agreement timelines.
Your future duties and responsibilities.
1.
Incident Management a.
Receives incidents from the L1’s for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
b.
Performs deep analysis and investigation of the incident received from the L1’s.
c.
Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
d.
Consults and works with his or her Domain Lead regarding the incident as well as the business domain processes.
e.
In case of major or P1 incidents, L2 application support is expected to diagnose and to identify root cause and provide a workaround or solution to the incident as quickly as possible within the scope of his or her level.
f.
If a major incident occurs after working hours then he or she would have to be available to resolve the issue on priority.
g.
Directly communicates with end customers for additional information of the incident.
h.
Escalates to the L3’s when technical skills are out of scope to complete the tasks or do not solve the incident.
i.
Contributes to the knowledge base essential for continuous process improvement for the L1’s and for his own role.
2.
Problem Management a.
Identifies, reports and submits details of potential problems to the Problem Manager for his or her review.
b.
Reviews, analyzes, and investigates the problem in order to identify its root cause and provide corrective action/permanent solution or preventive action.
c.
Consults and works with his or her Domain Lead regarding the problem.
d.
Identifies and reports the need for a change request to resolve the problem.
e.
Creates and documents root cause analysis details, workaround, and corrective/preventive actions.
f.
Implements corrective/preventive actions to the problem within the scope of his or her level.
g.
Verifies if the action has addressed the root cause.
Additionally, ensures that the implemented action does not result in another incident.
h.
Provides an update to the Problem Manager regarding the outcome of the implementation.
3.
Change Management a.
Identifies the incident or problem if it requires a change request to resolve the issue.
4.
Administrative a.
Understands and complies with CMMI standards of the organization.
b.
Maintains and updates daily monitoring of service deliverables.
c.
Prepares and submits needed reports.
Required qualifications to be successful in this role.
• Must have at least 3 years of experience in Application Support, Incident Management, Problem and Change Management.
• Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields.
Other courses are welcome as long as he or she has extensive related experience.
• Customer-oriented and good communication (written, oral) skills.
• Organizational competence, Pressure Management, Priority Management.
• General knowledge in computer science, applications, operating systems, software, file standards, data transmission procedures, and links inter-application.
• Update his/her knowledge regularly.
• Candidate must be amenable to reporting at least 3x a week in Alabang on a mid-shift schedule.
Technical skills expected.
1.
Business Intelligence • Fluent in SQL • Experienced on SAP BO / Azure Databricks / Azure DataFactory • API / BI skills • API First / Apigee / AWS Skills • Knowledge of traditional BI (SQL / SSAS / SSIS / SSMS / QlikView / QlikSense) • Managed multiple high-priority initiatives in a fast-paced, highly technical environment • Experienced with any ticketing system • ITIL certification is a plus; Request / Incident / Problem / Knowledge management / Change 2.
Deployment • Script languages.
PowerShell (Mandatory) • Microsoft TFS / Azure DevOps Solution - CI/CD (Mandatory) • Web application servers (Microsoft IIS) (mandatory) • Windows Server (mandatory)/Linux (optional) • Cloud solution knowledge.
AWS, Azure … (optional) • Development tools knowledge.
Microsoft C# (optional) • Database.
Microsoft SQL, SQL Query (Basic knowledge) • File transfer protocol.
FTP, Shares, or any other solution (optional) 3.
AS+ years of experience in AS400/iSeries • CL Programming • QUERY • SQL 400 • COBOL 4.
Opsysweb • Expert in.
ET Framework C# (Nuget Packages) • Expert in JavaScript (Node, Bower, Grunt) • Expert in SQL/ Server • Intermediate in IIS • Expert in Visual Studio • Intermediate in Azure Functions, Apigee, Azure pipelines • Intermediate/Basic in Azure 5.
L1 Application Support • SQL (intermediate) • Excel • Basic XML 6.
DevOps Application Support • Intermediate in Satellite tools.
Nhibernate, SignalR • Expert in Angular (MicroFrontEnd architecture) • Expert in Typescript • Intermediate in Azure Functions, Apigee, Azure pipelines • Intermediate/Basic in Azure DevOps 7.
One Portal • ReactJS • C#.
ET Skills.
Analytical Thinking Detail-oriented MS SQL Server Qlik Sense What you can expect from us.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging.
Here, you’ll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life.
That’s why we call ourselves CGI Partners rather than employees.
We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value.
You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last.
You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.