IT L2 Engineer

Job Desc :

1. Monitor and ensure the stability, availability, and performance of application systems, including both hardware and software components, to minimize service disruptions.

2. Perform daily operational checks, manual system inspections, and workflow testing to ensure applications function properly and meet business requirements

3. Conduct post-maintenance and post-recovery verification activities to ensure application services are fully restored and operating as expected.

4. Prepare and submit periodic maintenance, monitoring, and incident reports to the Customer Support Manager and other relevant stakeholders.

5. Manage service level agreements (SLAs) and ensure IT services are aligned with business requirements for Digital Healthcare Ecosystem applications.

6. Provide Level 1 and Level 2 application support, including but not limited to:

Resolving user helpdesk tickets

• Managing application configuration

Preparing daily production reports

Investigating and analyzing application failures

Performing root cause analysis and resolution activities

7. Identify, troubleshoot, and resolve application, infrastructure, hardware, and software issues in accordance with agreed service management levels.

8. Assess risks associated with incidents, system changes, and application enhancements, and implement preventive or corrective actions to minimize business impact.

9. Prioritize incidents and service requests based on severity, business impact, and SLA commitments.

10. Prepare resolution reports and communicate issue status, root causes, corrective actions, and recommendations to stakeholders.

11. Act as the primary liaison between customers and engineering teams by managing customer issues and facilitating effective communication throughout the resolution

12. Support application installation, configuration, implementation, upgrades, and deployment activities while ensuring all activities are properly documented.

13. Evaluate implementation risks and recommend postponement or rejection of installations or changes that may negatively impact system stability or business operations.

14. Monitor and ensure compliance with IT asset management, information security standards, access controls, and company policies.

15. Review user and device access rights, take appropriate actions to mitigate security risks, and escalate security concerns when necessary.

16. Participate in IT governance activities, including audit preparation, compliance reviews, policy updates, and continuous process improvements.

17. Maintain and update operational procedures, technical documentation, standard operating procedures (SOPs), and knowledge base materials to ensure accuracy and compliance with organizational standards.

Job Requirements : 

1. Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.

2. Minimum 2-5 years of experience in Application Support, IT Operations, Technical Support, System Administration, IT Service Management, or a related role.

3. Strong understanding of application support processes, incident management, problem management, and change management.

4. Experience providing Level 1 and Level 2 support for enterprise applications or healthcare-related digital platforms is preferred.

5. Knowledge of operating systems, databases, networking concepts, application servers, and cloud-based environments.

6. Experience troubleshooting hardware, software, application, and infrastructure-related issues.

7. Familiarity with IT Service Management (ITSM) frameworks such as ITIL and Service

Level Agreement (SLA) management.

8. Experience using ticketing systems, monitoring tools, logging platforms, and incident management solutions.

9. Strong analytical and problem-solving skills with proven experience in root cause analysis and issue resolution.

10. Understanding of information security principles, access management, IT governance, and compliance requirements.

11. Experience supporting application deployment, configuration, implementation, and upgrade activities.

12. Ability to create technical documentation, operational procedures, incident reports, and service reports.

13. Strong communication and stakeholder management skills with the ability to coordinate effectively with users, customers, and technical teams.

14. Ability to work under pressure, manage multiple priorities, and meet SLA targets.

15. ITIL Foundation, Microsoft, Linux, Cloud, or other relevant technical certifications are considered an advantage.

16. Experience in healthcare technology, digital healthcare platforms, or regulated industries is highly preferred