About the job
Join our dynamic team at Avaloq as an L2 Application Support Specialist, where your analytical expertise will be pivotal in ensuring the robustness of our wealth management and digital platforms. Based in Makati City, Philippines, you will act as a vital link between our end-users and development teams, diagnosing intricate application issues and implementing effective solutions to ensure optimal performance for our clients' financial operations.
- Deliver second-level technical support for wealth management and digital platform applications, managing escalated tickets from L1 support teams.
- Utilize your skills in Oracle SQL to diagnose data issues through query writing and debugging.
- Execute Unix command-line operations for thorough log analysis, process monitoring, and job execution.
- Employ systematic problem-solving methodologies and diagnostic tools to troubleshoot application issues.
- Monitor application batches, scheduled jobs, and file-processing workflows using tools like Zena and Control-M.
- Maintain meticulous documentation of incidents, resolutions, and workarounds in the ticketing system, while also creating comprehensive knowledge base articles.
- Collaborate with development teams to identify root causes of recurring issues and implement lasting solutions.
- Provide technical assistance to end-users and L1 support staff, effectively communicating complex technical concepts.
- Keep abreast of application architecture, workflows, and system integrations within wealth and digital platforms.
- Conduct system testing and validation as per change management protocols.
- Participate in an on-call rotation to provide urgent support during critical incidents.
- Perform root cause analysis (RCA) on critical incidents, preparing detailed reports with recommendations for process enhancements.
- Coordinate with third-party vendors and external partners to resolve platform-related issues swiftly.
