Application Support Engineer, Level 2 - HCL Technologies (Philippines), Inc.
(2021-08)
Achievements/Tasks
- Monitoring of all in-scope applications
- Application Maintenance and Operations
- Establishing root causes of application errors and escalation
- Setting Severity Levels to Problems/Issues/Defects
- Ownership of Problems/Issues/Defects Ticket until Resolution
- Regular reporting on Open/In-Progress/Resolved Tickets
- Following up and resolving Problems/Issues/Defects within SLA
- Providing necessary apps logs to L3/L4/SME and all required support to diagnose a reported problem
- Providing help in problem management/Incident Management Processes
- Taking action on all exceptions found while monitoring application instances and logs
- Keeping records of configuration changes and scheduling application updates
- Providing application performance reports
