{"id":2908348,"url":"https://alion.io/job/hcltech-senior-support-engineer-13","title":"Senior Support Engineer","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":800},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AppDynamics","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Dynatrace","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"MySQL","optional":false},{"name":"Oracle","optional":false},{"name":"PostgreSQL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Unix","optional":false},{"name":"Windows Server","optional":false},{"name":"CI/CD","optional":true}],"status":"live","first_seen_at":"2026-10-20T08:39:52Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T15:23:30Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nWe are seeking a proactive and customer-focused L1/L2 Support Engineer to provide technical support, incident management, and operational assistance for business-critical applications and infrastructure. The ideal candidate will be responsible for troubleshooting issues, restoring services, monitoring systems, and ensuring adherence to established SLAs.\nThe role requires strong analytical skills, excellent communication abilities, and hands-on experience in application and infrastructure support environments.\nKey Responsibilities\nL1 Support Responsibilities\nMonitor application, system, and infrastructure alerts.\nServe as the first point of contact for incident and service request management.\nPerform initial troubleshooting and diagnosis of technical issues.\nLog, track, categorize, and prioritize tickets using ITSM tools.\nResolve routine incidents and service requests within defined SLAs.\nEscalate unresolved issues to L2/L3 teams with detailed troubleshooting information.\nProvide regular updates to users regarding ticket status and resolution progress.\nCreate and maintain incident records and operational documentation.\nL2 Support Responsibilities\nInvestigate and resolve complex application and infrastructure issues.\nPerform root cause analysis (RCA) and implement corrective actions.\nWork closely with development, database, cloud, network, and security teams to resolve production issues.\nSupport application deployments, releases, and patch management activities.\nAnalyze logs, monitoring alerts, and performance metrics to identify problems proactively.\nExecute operational procedures, maintenance activities, and system health checks.\nParticipate in problem management and continuous service improvement initiatives.\nSupport disaster recovery and business continuity processes when required.\nRequired Technical Skills\nOperating Systems\nWindows Server\nLinux/Unix\nDatabase Knowledge\nSQL Server\nOracle\nMySQL/PostgreSQL\nMonitoring & Logging Tools\nSplunk\nDynatrace\nAppDynamics\nGrafana\nELK Stack\nITSM Tools\nServiceNow\nJira Service Management\nBMC Remedy\nCloud Platforms (Preferred)\nMicrosoft Azure\nAWS\nGoogle Cloud Platform (GCP)\nApplication Support\nIncident Management\nProblem Management\nChange Management\nRelease Support\nProduction Support\nScripting (Preferred)\nPowerShell\nShell Scripting\nPython Basics\nSkill Requirements\nRequired Qualifications\nBachelor's Degree in Computer Science, Information Technology, Engineering, or related field.\n2-6 years of experience in L1/L2 Production Support, Application Support, or Technical Support roles.\nStrong understanding of ITIL processes and service management principles.\nExperience supporting enterprise applications in a 24x7 environment.\nAbility to analyze logs and troubleshoot technical issues effectively.\nExcellent verbal and written communication skills.\nExperience working with global stakeholders and cross-functional teams.\nPreferred Qualifications\nITIL Foundation Certification.\nMicrosoft Azure Fundamentals (AZ-900).\nAWS Cloud Practitioner.\nExperience in Banking, Insurance, Financial Services, or Healthcare domains.\nKnowledge of DevOps, CI/CD pipelines, and cloud-native applications.\nKey Competencies\nIncident Management\nProblem Solving\nCustomer Service Orientation\nAnalytical Thinking\nStakeholder Management\nAttention to Detail\nTeam Collaboration\nTime Management\nSLA Compliance\nShift Requirements\nWilling to work in 24x7 rotational shifts.\nOn-call support during critical incidents and planned maintenance activities.\nSuccess Metrics\nSLA Adherence\nFirst Call Resolution Rate\nMean Time to Resolution (MTTR)\nIncident Backlog Reduction\nCustomer Satisfaction (CSAT)\nRoot Cause Analysis Quality\nIdeal Profile: A technically strong support professional who can handle both frontline support activities and deeper technical troubleshooting while ensuring high system availability and excellent customer experience.\nOther 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