Application Support Level 2 (.Net, Angular)

A- Positon Overview
The ideal candidate will be responsible for ensuring the smooth functioning of our software applications by providing timely support to our clients and resolving technical issues as efficiently as possible. They will work closely with Level 1 support to ensure timely resolution of tickets and will escalate complex issues to the Level 3 support team. The candidate should be adept at troubleshooting and have a strong understanding of various software development technologies.
B- Role and Responsibilities

Provide support for projects released on production, ensuring their uninterrupted and smooth operation during the night shift.
Handle Level 1 support tickets during the night shift, including diagnosing, troubleshooting, and resolving issues within agreed service level agreements (SLAs).
Monitor the performance and functionality of the product/system running, ensuring any anomalies or issues are addressed promptly during the night hours. Includes:
Background jobs/services
Data ETL pipelines
etc
APM, Logging
Collaborate closely with the Level 3 support team to escalate complex technical issues that require further analysis and investigation.
Proactively identify opportunities for process improvement and contribute to the enhancement of support services and system performance during the night shift.
Maintain thorough documentation of support activities, including issue resolution processes, for future reference and knowledge sharing.
Communicate effectively with clients, stakeholders, and cross- functional teams to provide timely updates on issue resolution and product performance, especially during the night shift.
Troubleshoot and resolve technical issues within the scope of Level 2 support expertise, providing comprehensive solutions to clients and stakeholders during the night shift.

Yêu cầu công việc

Knowledge of ITIL framework and best practices in IT service management is a plus
Ability to work under pressure and manage multiple priorities within tight deadlines.
Proficiency in troubleshooting and resolving technical issues related to software applications and systems.
Familiarity with programming languages such as .Net Core, Ionic, NodeJs, Angular or others relevant to the company&039;s technology stack.
Experience in documenting support activities and processes for future reference.
Excellent communication skills and the ability to collaborate effectively with cross- functional teams.
Strong analytical and problem- solving abilities with attention to detail.
Strong understanding of software development lifecycle and methodologies.
Proven experience in providing application support at Level 2 in an IT software development environment.

Salary & Allowances
Salary Range & Benefits

Salary: negotiate
Be provided with high performance laptop and screen.
Annual leave: 12 days/year and other leaves/public holidays in accordance with the Labor Law of Vietnam.
Periodic medical checkup, Health/Social Insurances. Especially, Bao Viet Insurance after 10 months of employment.
Competitive income with 13th- month salary and attractive performance bonus.

Career Growth

Clear and flexible career path.
Opportunity to experience a great workplace where young & world- class talents work together passionately.
Very diverse offline and online seminars & workshop provided by company, supervisors, mentors and buddies.

Working Environment

Complimentary snacks, fruits, drinks everyday.
Working in a progressive and international environment.

Cập nhật gần nhất lúc: 2024-05-08 06:05:03