GDS Consulting Application and Systems Management Specialist FA null

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY improve, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

Application Support Specialist

The opportunity

We are building a team of L1 and L2 Application Support Centres in Manila. The candidate will be required to perform production support activities on Java and/or Cobol-based applications. The scope of production activities includes but is not limited to Incident Management, Problem Management, Service Request Management, and Service Management.

Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates who do not necessarily have all the qualifications but have adjacent and/or sufficient experience.

Your key responsibilities

• Act as the first point of contact
• Monitor jobs, production processes, systems availability, latency and overall system health
• Create Incidents / Service Requests and assign them to teams
• Product incident reports
• Perform initial analysis and resolution for the layers defined in the scope
• Establish understanding of application, and platform layers defined in scope
• Analyze, identify issues, conduct an investigation of functional/technical bugs, service failures, and operational problems and provide acceptable workaround or resolutions to identified issues/defects
• Escalate further to L3 within a reasonable period with analysis and findings
• Triage, resolve, and conduct RCA
• Identification, classification, prioritization, and remediation of system issues
• Produce reports on defect/problem reporting data
• Build tools or establish processes to quickly triage issues and discover failures across the technology stack 
• Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
• Create and update support knowledge database
• Lead the documentation process for overall application support
• common Responsibilities and Expectations
• Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors regularly
• Respond to functional/technical queries, 
• Perform periodic application maintenance
• Participate and provide support on various application migration activities
• Propose and participate in any support team continuous improvement initiatives and implement these improvements, as needed
• Understand the use of service delivery metrics
• Monitor and report on regular production activities, which are subject to a Service Level Agreement (SLA) or 
• Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity

Skills and attributes for success

• Ability to work in a fast-paced production environment
• Excellent analysis and troubleshooting skills
• Ability to work independently and as part of a team with minimum supervision
• Understanding of software development lifecycle and best practices
• Excellent communication skills (written and spoken English)
• Experience in working for large Financial Services client
• Keen attention to detail
• Have exposure to working in shifts and/or on-call support
• Has successfully demonstrated the domain of most skills and technologies on several relevant projects 
• Exposure to various job and process monitoring tools

To qualify for the role, you must have

• Working knowledge of Java, Mainframe and Cloud-based applications
• Java Application Support: Javascript, JQuery, J2EE/Webservices Technologies (e.g., EJB, Servlets, JDBC, 
• JSP, SOAP, RPC) Struts, SOA Architecture, Spring, Weblogic or Websphere Methodologies
• Cobol Application Support: Cobol, JCL, IMS, Insync, Control-M, VSAM or relevant mainframe technologies
• Education: Bachelor's Degree in Computer Science, Engineering, Information Systems, Information 
• Technology, Mathematics, Actuarial Science, or adjacent/related fields

Ideally, you also have

• Experience and be comfortable working closely with global teams
• SQL, PL/SQL, Windows Unix scripting knowledge
• System administration knowledge
• ITIL Certification (ideal but not required for L1 Application Support role)
• Familiarity with ServiceNow Automation and ticketing 

What we look for

We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve.

We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and professional accountability and know how to build relationships by doing the right thing.

What working with EY offers

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to acquire new knowledge and skills to progress your career
• Engaging a culture that promotes work-life balance and personal effectiveness

About EY

As a global leader in assurance, tax, transaction and consulting services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please get in touch with us as soon as possible.
Join us in building a better working world.
Apply now.

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