L1 Application Support Engineer | McKinley, Taguig

L1 Application Support Engineer

Job Summary

We are looking for an L1 Application Support Engineer to provide first-level support for business-critical applications. The role involves monitoring application performance, managing incidents and service requests, troubleshooting system issues, and ensuring timely resolution of tickets in line with agreed service levels. You will work closely with users, L2 support teams, and other technical stakeholders to maintain application availability and operational excellence.

Key Responsibilities

Monitor application health, alerts, batch jobs, and

schedule

d processes. Handle incidents and service requests, ensuring timely resolution within SLAs. Perform initial troubleshooting using established procedures and knowledge resources. Escalate complex issues to appropriate support teams with complete diagnostic details. Conduct application health checks and validate service availability. Track ticket progress and provide regular updates to stakeholders. Maintain accurate documentation of incidents, requests, and operational activities. Assist in production deployments through post-deployment validation. Participate in shift handovers and support continuous service operations. Identify recurring issues and recommend process improvements.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.1–2 years of experience in Application Support, IT Operations, Help Desk, or a similar role. Basic understanding of ITIL Incident, Service Request, and Problem Management processes. Familiarity with ticketing tools such as ServiceNow, Remedy

Force, or similar platforms. Basic SQL knowledge is an advantage. Strong analytical, troubleshooting, and problem-solving skills. Excellent written and verbal communication skills. Customer-focused with strong attention to detail. Why Join Us? Opportunity to work with enterprise applications in a dynamic support environment. Exposure to incident management, application monitoring, and production support processes. Collaborative team culture with opportunities for continuous learning and career growth.

Work Setup

Willing to work in a 24x7 rotational shift environment, including weekends and holidays. On-site or hybrid work arrangement based on business requirements. May be required to support planned maintenance and production activities outside regular business hours.