Application Support Engineer

Required Skills: Application Support Engineer Programming Language: JavaDatabase: CloudSQL, CassandraOthers: Splunk, Dynatrace, Google Cloud Platform, Conviva New Relic, Adobe Analytics, NuRemedy, Jira, Opsgenie Roles & Responsibilities:Provides 24/7 support for a streaming and cable service offered by TELUS.In charge of the operational support on the business’ off hours. Manila Team shift starts at 12PM - 9PM.Provides support on Production and EMT stages.First line of defense for P1 and P2 incident tickets. Owns the major incident management process - triage, troubleshooting, escalation and facilitation of the entire major incident bridge. Informs various TELUS support teams like Social Media in case of degradation and outage. Monitors with tools like Splunk, Dynatrace, Google Cloud Platform, Conviva and New Relic. Works closely with global cross-functional teams – escalates tickets to L2, Client or Dev teams if needed. Escalates issues via Opsgenie ping or call during off-hours. Liaises and engages with vendors on issues outside TELUS teams. Owns the customer support tickets escalated by Back and Front Office teams. Participates in deployment changes and ensures the stability of the service during an activity. Performs proactive, pre and post sanity checks on devices (iOS, Android, Web, etc.) the service is being offered to.Triages the Employee Market Trial (EMT) tickets if an issue is reproducible and escalates it to the appropriate team if necessary – ensuring a fix will be deployed ASAP and the issue won’t reach the Production stage. Reports monthly certificate audit to the project. Meets SLA targets of incident and customer support tickets. Creates or updates knowledge articles of day to day processes.