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Full Stack Developer
Singtel
posted 8d ago
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Job Description
Scope of Role
The role is accountable for handling incidents and service requests from end-users by following the standard methods and procedures for each application.
As Level 2 Application Support Engineer, you will play a critical role in ensuring the smooth operation and performance of applications. Your primary responsibility will be to provide technical support to resolve complex issues related to application functionality, performance, and availability.
You will work closely with development teams, system administrators, and other stakeholders to troubleshoot and resolve incidents, perform root cause analysis, and implement solutions to prevent recurrence.
Key responsibilities:
- Monitoring and Maintenance: Monitor the health and performance of application, ensuring its availability, reliability, and scalability. Perform routine maintenance tasks such as system checks, log analysis, and performance tuning.
- Incident Management: Act as the first point of contact for any production issues or incidents related to the roaming application. Investigate and troubleshoot issues, coordinate with cross-functional teams, and drive problems to resolution within agreed-upon SLAs.
- Deployment and Release Management: Facilitate the deployment of new releases, patches, and configuration changes to the production environment. Ensure proper testing, validation, and rollback procedures are in place for all deployments to minimize risk and downtime.
- Problem and Change Management: Document and track all production issues, changes, and enhancements using appropriate ticketing systems. Collaborate with development teams to implement permanent fixes and preventive measures to avoid recurring issues.
- Performance Analysis and Optimization: Analyze system performance metrics, identify areas for improvement, and implement optimizations to enhance the overall performance and efficiency of the billing applications.
- Documentation and Knowledge Sharing: Maintain accurate documentation of production configurations, procedures, and troubleshooting guides. Share knowledge and best practices with team members to improve overall support capabilities.
- 24/7 On-call Support: Participate in a rotating on-call schedule to provide 24/7 support coverage for production systems. Respond promptly to any after-hours incidents or emergencies, ensuring rapid resolution and minimal impact on business operations
- Automation: Develop and maintain scripts and automation tools to streamline support processes and improve efficiency in identifying and resolving issues.
- Documentation: Document troubleshooting procedures, resolutions, and best practices to build a knowledge base for future reference and training purposes.
- Collaboration: Collaborate with development teams to understand application architecture and provide insights into optimizing performance and scalability.
- Continuous Improvement: Participate in post-incident reviews and contribute to the continuous improvement of support processes, tools, and systems.
- Customer Communication: Communicate effectively with internal and external stakeholders to provide status updates, incident reports, and recommendations for resolution.
Experience and Skills required:
Bachelors degree in Science/IT/Computer Science or equivalent Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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