What responsibilities will you have?

• Provide tier-2 technical support to a large number of products in a technical manner.
• Be responsible for product deployment and support for a set of defined products.
• Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.
• Log, investigate and track technical issues from clients.
• Closely monitor application events via web-based monitoring systems.
• Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.
• Adhere to incident management KPI's.
• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.
• Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.
• Deploy and troubleshoot in-house software products' features and fixes to live environments whilst understanding the potential impacts on various systems.
• Document technical articles and problem resolution steps in company knowledge base system.
• Identify and develop ideas to enhance tools, process, training, techniques etc.
• Work diligently and responsibly on all live environments.
• Provide excellent services to both internal and external parties in a timely manner.
• Provide Stand-By and on-call support as required.

What skills & experience are we looking for?

• Relevant Degree or post-secondary education (Ex. BSc IT / IS).
• Strong understanding of Network infrastructure, IT system monitoring tools and service management concepts.
• Microsoft Certified: Azure Administrator Associate certification and/or Microsoft Certified: Azure DevOps Engineer Expert. (or equivalent certification)
• AWS Certified: AWS Certified Solutions Architect – Associate  (or equivalent certification)
• Demonstrate a strong understanding of SQL2014->2019 including proven working experience with TSQL scripting.
• Strong understanding or working knowledge of API concepts/support/deployment and integration processes.
• Experience with Mobile App support and deployment. 
• Internet Information Services (IIS). Understanding configuration, optimization, and troubleshooting of IIS.
• ITIL Certification would be advantageous.  ITIL v3 and/or ITIL v4 Foundation certification.

Why You’ll Love Working Here

When you join us, you’re not just taking a job – you’re gaining a supportive environment where you can thrive. Here’s what we offer:

• Competitive Benefits Package: A great compensation plan including health insurance coverage, salary reviews, along with performance bonuses to reward your hard work.
• Flexible Work-Life Balance: Enjoy a hybrid work setup with 2 days per week working from home. We believe in results, not just hours spent in the office.
• Learning & Development: An excellent learning culture with on-the-job training, workshops, and mentorship. You’ll gain valuable experience and keep sharpening your skills.
• Dynamic, Global Team: Be part of a well-established company with a global reach. You’ll collaborate with talented colleagues from around the world and work on impactful projects for an international audience.
• Innovative Culture: We encourage new ideas and continuous improvement. You’ll have the freedom to propose changes, experiment with automation, and make a real difference in how we work.
• Employee Wellbeing: Our employees matter! We foster a social, supportive culture with regular team-building events, annual employee wellness screenings, monthly healthy lunches, celebrations for birthdays & work anniversaries and more. Traditions like these bring our team together and show we care about everyone’s health, happiness, and growth.
• Convenience at Hand: Located in Cascavelle Business Park, our office offers a calm yet professional environment with nearby shops and cafés as well as onsite secure parking to make your commute and day-to-day easier.