{"id":142122,"url":"https://alion.io/job/sgs-application-support-level-2","title":"Application support (Level 2)","company":{"id":3634,"name":"SGS","domain":"sgs.com","url":"https://alion.io/company/sgs","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":603,"ghost_share":0,"stale_share":0.997,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Muntinlupa, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":4500,"max_usd":13500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1104},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure DevOps","optional":false},{"name":"ServiceNow","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-08-28T02:53:58Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-21T06:32:54Z","board_verified":true,"closed_at":null,"days_open":54,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":54},"description":"We are SGS - the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,500 employees operate a network of 2,500 offices and laboratories, working together to enable a better, safer and more interconnected world.\n Role Overview\nAn Application Support Level 2 (L2) professional provides advanced technical support for business applications after issues are escalated from Level 1. The role focuses on incident resolution, root cause analysis, system monitoring, service requests classification and collaboration with development teams to ensure application stability and performance.\nL2 acts as the bridge between Level 1 support and Level 3 development teams.\nKey Responsibilities\n1. Incident & Problem Management\nInvestigate and resolve complex application issues escalated from Level 1 support.\nPerform root cause analysis (RCA) on recurring incidents.\nAnalyse logs, database queries, and system alerts to diagnose problems.\nDocument solutions and update the knowledge base.\nEnsure incidents are resolved within defined SLAs (Service Level Agreements).\nIdentify, record and classify service requests and incidents, and assign a priority according to business criticality and service agreements.\n2. Application Monitoring & Maintenance\nDetect anomalies in:performance\navailability\n\nPerform regular system checks and preventative maintenance.\nAnalyse:error messages\nconfiguration files\n\nReplicate issues in test environments.\nService request review and classification.\n3. Collaboration with Development (L3)\nEscalate bugs requiring code fixes to developers.\nProvide detailed technical analysis to speed up resolution.\nSupport deployment validation and release activities.\nParticipate in post-incident and service request reviews.\n4. Change & Release Support\nAssist in application deployments.\nValidate fixes in staging environments.\nEnsure system stability after releases.\nCoordinate rollback procedures if issues occur.\n5. Documentation & Knowledge Management\nMaintain technical documentation:FAQs\nsystem diagrams\n\nImprove support processes based on lessons learned.\n6. User & Stakeholder Communication\nCommunicate with business users regarding issue status.\nTranslate technical issues into understandable language.\nProvide workaround solutions when immediate fixes are not possible.\nTools commonly used\nTicketing: ServiceNow, Azuredevops\nSoft Skills\nStrong analytical thinking\nProblem-solving mindset\nAttention to detail\nCommunication skills\nAbility to work under pressure\nTeam collaborati\n Typical Experience Requirements\n2-5 years experience in:Application Support\nTechnical Support\nIT Operations\n\nExperience troubleshooting enterprise applications\nExperience troubleshooting enterprise applications\n Why SGS?\nGlobal and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.\nSGS university and Campus for continuos learning options.\nMultinational environment where you will work with colleagues from multiple continents.\nBenefits platform.\nJoin Us: At SGS we believe in innovation, collaboration, and continuous improvement. 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