Introduction
An Application Support Engineer in the L1.5 role requires a solid understanding of database management, various operating systems, and multiple programming languages. They are responsible for performing and managing basic to moderate production support tasks, including incident, change, and problem management, as well as monitoring production processing. The L1.5 role aligns with the ITIL framework and escalates to L2 or L3 based on the complexity of the incident or problem. In the L2 role, the Application Support Engineer takes on more complex production support tasks, requiring in-depth knowledge of the application, its functionality, and the underlying technology. They continue to manage incidents, changes, and problems, as well as monitor production processing. The L2 role also adheres to the ITIL framework and escalates to L3 when necessary
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Your role and responsibilities
• Troubleshooting technical issues• Database querying and log parsing and analysis• Managing the tasks and incidents• Respond to tickets in accordance with SLA guidelines• Identifying software solutions• Working for incident assessment, issue resolution and change requests management• Qualifying incidents and escalating or reassigning, if necessary• Following up on tickets status• Debugging, configuring, and troubleshooting the software applications• Performing problem solving and assistance on the software applications• Assisting the project-based work if required
Required education
Bachelor's Degree
Required technical and professional expertise
• Communication skills: English, French • SQL knowledge • Basic Java/J2EE, Angular• Log parsing and analysis• Cloud platforms (docker, Kubernetes) knowledge• IT Certifications / Degree / Diploma • Customer focused and able to multitask • Attention to detail and good problem-solving skills• Excellent interpersonal and analytical skills• Good written and verbal communication• Quick learner, ability to collaborate with different stakeholders
ABOUT BUSINESS UNIT
IBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
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OTHER RELEVANT JOB DETAILS
IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.