Application Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Investigate, address, and resolve escalated incidents from the business while adhering to defined SLA targets.

• Reproduce issues in non-production environments and collaborate with development teams on bug fixes and hotfixes.

• Take ownership of incident resolution from start to finish, including root cause documentation and conducting post-incident reviews.

• Query and analyze application databases (SQL/NoSQL) to pinpoint data integrity issues, failed jobs, or processing anomalies.

• Monitor platform health dashboards and proactively identify any performance degradation or service disruptions.

• Assist with UAT and regression testing for patches and platform releases.

• Collaborate with infrastructure and cloud teams to triage environment-level issues (e.g., connectivity, hosting, authentication).

• Communicate issue severity and coordinate prompt fixes by liaising with software engineers, data engineers, and product owners.

• Facilitate incident bridge calls during significant incidents, preparing clear summaries for business stakeholders.

• Deliver structured incident reports and root cause analysis (RCA) documents following P1/P2 incidents.

• Guide analysts on complex troubleshooting methods and update runbooks accordingly.

• Identify recurring issues and lead problem management initiatives to eliminate root causes.

• Suggest and implement permanent fixes or workarounds to decrease ticket volume.

• Maintain and improve technical runbooks, escalation trees, and support playbooks.

• Assess and recommend improvements for monitoring and alerting to lower mean time to detect (MTTD).

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Systems, Data Engineering, or a related area.

• 3–5 years of experience in application support, software engineering, or data operations, preferably within financial services.

• Basic SQL skills — capable of writing queries to investigate data issues across relational databases.

• Familiarity with application monitoring and logging tools (e.g., Datadog, Splunk, Azure Monitor).

• Demonstrated ability to conduct root cause analysis and create clear RCA documentation.

• Excellent written and verbal communication skills; capable of presenting technical findings to non-technical stakeholders.

• Experience with Agile/DevOps delivery models and change management processes.

🏝️ Benefits

• Health insurance

• Professional development

• Remote work options