Application Support

<h2>Job Description:</h2><ul>
<li>Acknowledge and respond to incidents within SLA timelines</li>
<li>Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)</li>
<li>Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion</li>
<li>Escalate incidents to L2 within defined OLA timelines with complete details</li>
<li>Provide regular status updates based on incident priority</li>
<li>Follow approved support procedures, runbooks, and escalation processes</li>
<li>Maintain and update knowledge base articles and troubleshooting guides</li>
</ul><h2>Requirements</h2><h2>Qualifications</h2><ul>
<li>Bachelor’s degree in Computer Science, Information Technology, or a related field</li>
<li><strong>1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support</strong></li>
<li>Understanding of web-based applications and workflow-driven systems</li>
<li><strong>Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)</strong></li>
<li><strong>Basic understanding of Python logs and execution output</strong></li>
<li><strong>Exposure to AI chatbot or AI-based platforms</strong></li>
<li><strong>Experience supporting workflow-based or RAG systems is a plus</strong></li>
<li><strong>Familiarity with SLA/OLA-driven support environments</strong></li>
<li>Ability to explain technical issues to non-technical users</li>
<li>Strong verbal and written communication skills</li>
<li><strong>Can work Fully Onsite (San Miguel, Manila)</strong></li>
</ul>