System Engineer

Provide Level 2 support for various enterprise applications, troubleshooting and resolving incidents reported by end-users or detected through monitoring tools.

Investigate and diagnose complex technical issues related to application functionality, performance, and integration with other systems.

Manage the incident lifecycle, including incident identification, logging, categorization, prioritization, investigation, resolution, and closure.

Escalate unresolved incidents to Level 3 support or development teams, following defined escalation procedures and service level agreements (SLAs).

Conduct root cause analysis (RCA) for recurring or major incidents, identifying underlying issues and implementing permanent solutions to prevent future occurrences.

Assist in the planning, testing, and deployment of application releases, patches, and updates, ensuring smooth and successful rollout with minimal impact on end-users.

Validate release packages to verify functionality, compatibility, and performance in various environments (development, testing, production).

Identify opportunities for process improvements and efficiencies within the application support function, proposing and implementing changes to enhance service quality and effectiveness.

Provide guidance and mentorship to junior support analysts, assisting them in resolving complex issues, developing technical skills, and improving customer service.

Lead by example in demonstrating best practices, professionalism, and a customer-centric approach to support delivery.

For L2 Support

Candidate must posses at least Bachelor's Degree in Engineering (Computer/Telecomunication) or equivalent;

At least 2 year of working experience in the related field;

Required skills: Linux, Nginx, Redhat, Redis, Rabbitmq

Having analyst skill and understand of Systems Development Life Cycle (SDLC);

Albe to work shift basis, overtime;

Strong analytical and planning skills;

Flexible to work in a shift-based schedule (2 or 3 shifts), depending on the project being handled

Excellent problem-solving skills.