System Engineer

• Provide Level 2 support for various enterprise applications, troubleshooting and resolving incidents reported by end-users or detected through monitoring tools.
• Investigate and diagnose complex technical issues related to application functionality, performance, and integration with other systems.
• Manage the incident lifecycle, including incident identification, logging, categorization, prioritization, investigation, resolution, and closure.
• Escalate unresolved incidents to Level 3 support or development teams, following defined escalation procedures and service level agreements (SLAs).
• Conduct root cause analysis (RCA) for recurring or major incidents, identifying underlying issues and implementing permanent solutions to prevent future occurrences.
• Assist in the planning, testing, and deployment of application releases, patches, and updates, ensuring smooth and successful rollout with minimal impact on end-users.
• Validate release packages to verify functionality, compatibility, and performance in various environments (development, testing, production).
• Identify opportunities for process improvements and efficiencies within the application support function, proposing and implementing changes to enhance service quality and effectiveness.
• Provide guidance and mentorship to junior support analysts, assisting them in resolving complex issues, developing technical skills, and improving customer service.
• Lead by example in demonstrating best practices, professionalism, and a customer-centric approach to support delivery.

Qualifications

For L2 and L3 Support

• Candidate must posses at least Bachelor's Degree in Engineering (Computer/Telecomunication) or equivalent;
• At least 2 year of working experience in the related field;
• Required skills: Linux, Nginx, Redhat, Redis, Rabbitmq
• Having analyst skill and understand of Systems Development Life Cycle (SDLC);
• Albe to work shift basis, overtime;
• Strong analytical and planning skills;
• Flexible to work in a shift-based schedule (2 or 3 shifts), depending on the project being handled
• Excellent problem-solving skills.