Application Support

Job Scope: The Application Support Specialist (L2) will provide operational support for application systems, ensuring optimal performance and resolution of issues within set timelines. This role involves working closely with internal teams, managing incidents, and improving system workflows for high-quality service delivery. Key Responsibilities: Provide L2 Support: Handle and resolve escalated issues from L1, aiming to restore service promptly. Investigate recurring issues and provide solutions to prevent future incidents. Database Operations: Execute database-related tasks, such as running queries, monitoring database health, and performing data retrieval to support application operations. Docker Basics: Utilize basic Docker knowledge to support containerized applications, understand basic commands, and perform minor troubleshooting in Docker environments. Manage Support Workflow: Follow and improve support workflows and processes, ensuring efficient handling of tickets and adherence to service level agreements (SLAs). Rotation and Shift Management: Be available to work on a rotating shift schedule to ensure 24/7 support, which may include night and weekend shifts. Incident Documentation: Document issues, actions taken, and solutions provided. Generate reports on recurring issues and provide insights for proactive resolution. Collaboration with Internal Teams: Work closely with L3 support, development, and infrastructure teams to resolve complex issues and participate in root cause analysis. Requirements: Minimum 1 year of experience in an application support or similar role. Proficiency in Mandarin and Cantonese is preferred to effectively support Mandarin-speaking and Cantonese-speaking clients. Technical Skills: 1. Proficient in L2 support functions and troubleshooting. 2. Familiar with support workflow and incident management systems. 3. Hands-on experience with databases, able to perform queries and manage basic database tasks. 4. Basic knowledge of Docker and containerized application troubleshooting.