For an online Philippine Bank

1. 24x7 coverage.
2. Work in office (WFH for BCP scenarios).
3. Help establish documentation on the processes for Incident L1 Support and Problem Management
4. Responsible for production application support (incident/problem management, system monitoring, batch management)
5. Monitor ticket queue, investigate, and resolve.
6. Manage incident tickets to ensure completed within SLA.
7. Manage alerts from application monitoring tool.
8. Coordinates with relevant teams (internal technology groups / external vendors) for timely resolution of incident tickets.
9. Participate in high severity issues and root-cause analysis.
10. Provide capacity/capability training to identify resources within the instructional materials shared.
11. Performs other related Tasks which may be assigned from time to time.
12. Ensure applications remain available for use and batch completed in time.

1. Knowledge on ITIL/ITSM (Incident/Problem/Knowledge) process
2. Familiarity with UNIX and/or AWS (S3/EC2) services
3. Basic knowledge on Database/SQL skills using Workbench / Postgres / DBeaver
4. Experience in App/Server Monitoring using Dynatrace or similar tools
5. Strong written/verbal communication skills
6. Batch / ETL Management (good to have)