About the Role:

Responsible for monitoring, maintaining, and troubleshooting production systems and applications. The role requires ensuring the smooth operation of critical business processes by quickly addressing issues, implementing solutions, and collaborating with various teams to improve system reliability and performance.
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Key Responsibilities:

• The incumbent will be supporting MAS (Management Approval System) and Board Paper Library (BoardLib), which are both highly visible to VIP business users and integrated with core applications of the bank eOps/SovOps.

• MAS and BoardLib are both SharePoint-based, thus SharePoint online support is part of scope.

• Continuously monitor production systems and applications to ensure availability and performance.

• Identify and respond to incidents and alerts promptly, minimizing downtime and service disruptions.

• Provide L2 support to end-users after hand-off of AskIT L1 support.

• Perform root cause analysis for incidents and implement corrective actions to prevent recurrence.

• Diagnose and troubleshoot issues related to system performance, application errors, and data integrity.

• Provide timely support to end-users and stakeholders for reported issues and service requests.

• Work on shifting schedules to accommodate Resident Missions end-users outside of Manila time core hours (8am-

• 6pm).