1. Incident Management

• Handles escalated incidents from L2 support, performing in-depth analysis and determining root causes.
• Coordinates with supervisors and business users, especially during high-priority (P1) incidents, and ensures timely workarounds or fixes.
• Updates knowledge base and maintains direct communication with end users as needed.

2. Problem Management

• Identifies and analyzes recurring issues, prepares root cause documentation, and implements corrective/preventive actions.
• Ensures fixes address the actual root cause and do not introduce new issues.
• Communicates outcomes to the Problem Manager and immediate supervisors.

3. Change Management

• Assesses incident-related change needs and evaluates feasibility and compatibility of proposed changes.
• Coordinates with users to clarify requirements and converts them into technical specifications.
• Performs coding and unit testing in compliance with standards and best practices.

4. Customer Service

• Builds strong relationships with customers and ensures high-quality, timely support.
• Assists in project handovers and provides proactive updates on ongoing tasks.

5. Administrative

• Adheres to organizational standards (e.g., CMMI), maintains service monitoring logs, prepares reports, and may assist in technical assessments of applicants.

6. Teamwork

• Collaborates with team leads and members to ensure smooth delivery of services and shares insights for team improvement.
• Supports peers as needed to ensure continuity of support services.

7. Learning and Development

• Stays updated on technologies and business processes.
• Shares technical knowledge with colleagues and may provide informal training.

8. Other Duties

• Performs other related tasks that may be assigned by supervisors as necessary.

Principal Relationships

Internal:

• Level 1, 2, and 3 Support Teams
• Incident & Problem Managers
• Project Managers
• QA Analysts
• Analyst Programmers
• Immediate Supervisor
• ESSPI Management and Heads

External:

• Business Users
• Customer’s IT Teams
• External Consultants
• Job Applicants

• Bachelor’s or College degree in Computer Science, Computer Engineering,
• Information Technology and/or related field. Other degrees are welcome as long as he or she has extensive related experience.
• Must have 3 years of solid experience in Java Development
• Has at least (3) years of experience in computer programming, analysis, and
• troubleshooting application
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management