Job Description

Part of Application Maintenance and Support team responsible for L2 in-depth technical support by providing troubleshooting, investigation, and resolution of production issues.

• Maintain and support applications such as Retail, Online Store, CRM, Order Management and Billing
• Perform triage, troubleshooting and investigation on reported production incidents
• Provide workarounds and resolutions to quickly address issues while working to deliver permanent fix
• Conduct root cause analysis to identify problems and application defects, coordinate and follow-up with L3 to prioritize and plan delivery of fixes.
• Review impact analysis of L3 fixes and test fix packages for production implementation
• Ensure application data integrity by implementing data scanning, clean-up and reconciliation
• Communicate with users, L3 team, IS infra team and management to explain technical issues, processes, and recommended solutions.
• Respond to user requests, incidents and follow up on issues in a timely manner.
• Monitor and detect errors in applications and perform necessary recovery to restore the application service or processing. Enhance tools and processes for automated detection and recovery.
• Monitor production applications performance. Alert, escalate severity and collaborate to supporting teams to find immediate issue resolutions
• Maintain standard operation excellence tools for application/system monitoring and alert including performance and data integrity
• Proactively identify areas of service, operation and process improvement and make recommendations to the team

• Positive attitude and keen to learn.
• Strong analytical, problem solving and troubleshooting skills
• Excellent interpersonal skills and written/verbal communication skills
• Must be organize and flexible to work on different tasks/projects with changing levels of priority
• Self-driven, highly motivated, fast learner and able to work independently
• Ability to work under pressure and to tight deadlines

• Bachelor's degree in Computer Science, Computer Engineering, or related discipline, with minimum 3 years of IT experience, preferably in Telco domain
• Production support/L2 experience in applications like Retail, Online Store, CRM, Order Management and Billing.
• Good understanding of ITIL standards, concepts and processes
• Proficient in Oracle SQL and RDBMS
• Proficient in Unix (Solaris/Linux) and shell scripting
• Sound knowledge of JAVA/J2EE applications and web applications
• Sound knowledge of XML, SOAP, JSON and REST APIs

• CRM - Siebel
• Telco Order Management System.
• Retail and Online Store application
• We regret that only shortlisted candidates will be notified.