Application support (Level 2)

About the Position

Application Support (Level 2)

Muntinlupa, NCR, Philippines

We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,500 employees operate a network of 2,500 offices and laboratories, working together to enable a better, safer and more interconnected world.

Role Overview

An Application Support Level 2 (L2) professional provides advanced technical support for business applications after issues are escalated from Level 1. The role focuses on incident resolution, root cause analysis, system monitoring, service requests classification, and collaboration with development teams to ensure application stability and performance.

L2 acts as the bridge between Level 1 support and Level 3 development teams.

Responsibilities

Incident & Problem Management

• Investigate and resolve complex application issues escalated from Level 1 support.
• Perform root cause analysis (RCA) on recurring incidents.
• Analyse logs, database queries, and system alerts to diagnose problems.
• Document solutions and update the knowledge base.
• Ensure incidents are resolved within defined SLAs (Service Level Agreements).
• Identify, record, and classify service requests and incidents, and assign a priority according to business criticality and service agreements.

Application Monitoring & Maintenance

• Detect anomalies in:
  • performance
  • availability
• Perform regular system checks and preventative maintenance.
• Analyse:
  • error messages
  • configuration files
• Replicate issues in test environments.
• Service request review and classification.

Collaboration with Development (L3)

• Escalate bugs requiring code fixes to developers.
• Provide detailed technical analysis to speed up resolution.
• Support deployment validation and release activities.
• Participate in post-incident and service request reviews.

Change & Release Support

• Assist in application deployments.
• Validate fixes in staging environments.
• Ensure system stability after releases.
• Coordinate rollback procedures if issues occur.

Documentation & Knowledge Management

• Maintain technical documentation:
  • FAQs
  • system diagrams
• Improve support processes based on lessons learned.

User & Stakeholder Communication

• Communicate with business users regarding issue status.
• Translate technical issues into understandable language.
• Provide workaround solutions when immediate fixes are not possible.

Tools Commonly Used

• Ticketing: ServiceNow, Azure DevOps

Skills

Core Skills

• Application Support
• Technical Support
• Incident Management
• Problem Solving
• Root Cause Analysis
• System Monitoring
• Service Requests Classification
• Collaboration
• Documentation
• Knowledge Management
• User Communication

Secondary Skills

• Analytical Thinking
• Communication Skills
• Team Collaboration

Experience Requirements

• 3-5 years experience in:
  • Application Support
  • Technical Support
  • IT Operations
• Experience troubleshooting enterprise applications

Why SGS?

• Global and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.
• SGS university and Campus for continuous learning options.
• Multinational environment where you will work with colleagues from multiple continents.
• Benefits platform.

Join Us

At SGS we believe in innovation, collaboration, and continuous improvement. We offer a supportive and inclusive work environment that encourages professional growth and personal development.