L1 Application Support (SQL, EXCEL, XML) - Hybrid Work Type

Directio is a global IT services company. We consult, code, test, deploy, and manage mainly cloud-based and mobile applications, providing around-the-clock support from our offices in Poland, the Philippines, Mexico, and the USA. We prepare our FMCG, retail, automotive, and SaaS clients for the future by accelerating their digital transformation. Operating under the “We Code Success” principle, we prioritize the success of our clients, consultants, and partners. 

• As L1 Application Support you will be monitoring and logging incidents, ensuring that all required details are accurately collected and properly documented to support efficient resolution and traceability;  

• You will be escalating incidents to L2 support or the Domain Lead when issues cannot be resolved at the L1 level, providing complete and well-structured information to ensure smooth handover and faster troubleshooting;  

• You will be performing initial diagnosis and troubleshooting of incidents, resolving common and repetitive issues within the defined scope of first-line support;  

• You will be communicating directly with end customers to gather additional details, clarify reported problems, and provide timely updates on incident status; 

• You will be identifying incidents that may require a formal change request and notifying the appropriate teams to ensure proper change management procedures are followed; 

• You will be reporting recurring issues and potential systemic problems to L2 support or the Problem Manager, contributing to proactive issue management and service improvement; 

• You will be assisting in reviewing and analyzing problems by providing relevant logs, data, and contextual insights to higher-level support teams; 

• You will be preparing and submitting structured incident reports and documentation for review by senior support levels or management, ensuring transparency and compliance with internal processes. 

• 1+ year of experience in Level 2 Application Support, Incident Management, Problem and Change Management, ensuring familiarity with structured support processes and escalation workflows; 

• Work in a hybrid set up (3 day onsite in Alabang, Muntinlupa and 2 day WFH) – Necessary condition; 

• Proficiency in XML, enabling you to read, validate, and troubleshoot structured data formats commonly used in system integrations; 

• Experience with SQL, allowing you to query databases, verify data consistency, and support incident investigation; 

• Experience with Excel, supporting data analysis, reporting, and structured documentation of incidents; 

• Strong analytical and problem-solving skills, enabling effective identification and resolution of technical and functional issues; 

• Experience with any ticketing system, ensuring familiarity with incident logging, tracking, and workflow management; 

• Fast learner with the ability to quickly understand and analyze business processes, enabling efficient support aligned with operational needs; 

• Strong familiarity and working knowledge of Incident, Problem, and Change Management processes, ensuring adherence to structured service management practices;   

• Ability to work well under pressure and with minimal supervision, maintaining service quality in dynamic support environments.