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Location: Muntinlupa City, Metro Manila

Date Posted: 2023-06-21

Hiring Organization: KMC Solutions | XTN-8282988

Career Category: Application And Software Development

Functional overview

Responsible for supporting 24/7 Global Application Support in analyzing incident tickets and request fulfillments from external customer or internal end-user, recommend solution, escalate to technical team and ensure incident and request closures are within the agreed Service Level Agreement (SLA).  

Duties and responsibilities

  1. Serves as the 2nd level support of B2B and other Application team running in 24/7 supporting all Amkor factories globally.  
  2. Monitors incident tickets, system alerts and request from Customer, eBM, CS, Sales and other end-user, in ensuring completeness of inbound and outbound delivery of customer feeds.
  3. Analyses incident tickets, system alerts and request then provide immediate solutions or recommendations.
  4. Interpret program codes to determine root cause of the issue, apply fix for simple changes or recommend solution.
  5. Determine proper escalation to B2B admin, development team, factory-ETL of issues requiring more technical analysis
  6. Ensure all incident tickets and requests are closed with resolution in accordance to the Service Level Agreement (SLA) metrics. 
  7. Convert incidents to Change Requests (Research, Standard or Normal Change), or promote incidents to Outage or Problem tickets
  8. Prepares ESR or similar document to help explain software related issues to customers (internal or external).
  9. Follow-up aging tickets and ensure closure of the tickets the soonest possible time. 
  10. Prepares and sends notification for both internal and external users for any maintenance or outages.
  11. Monitors ETL loading for any delay and abnormalities.  Escalate to Admin, ETL or Development team when necessary.
  12. Evaluate project deployments and ensure Production Support Hand Over document are properly maintained when turned over to Production Support.  
  13. Performs other functions like Level 1 support to IT applications and IT related requests from end-user

Minimum competencies

Proficient communication, Presentation, and Analytical skills.

Computer programming or coding skills 

Minimum qualifications

Engineering or Computer Science

Graduate, with knowledge in Information  

Technology/computer Software.

ITIL certified is an advantage.