L3 App Support (SAP BO) - 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 L3 App Support you will be maintaining BI applications and API Management solutions in operational condition, ensuring system stability and availability;

• You will be working with SQL to track and analyze data flows across different systems, ensuring proper data consistency and issue identification;

• You will be ensuring that deep technical analysis is properly handled at Level 3, providing advanced support and resolution for complex issues;

• You will be managing incident resolution and communication with end users via email, phone, and ticket updates, ensuring clear and timely responses;

• You will be participating in crisis situations with high business impact, supporting rapid issue resolution and minimizing downtime; 

• You will be driving continuous improvement initiatives, identifying opportunities to enhance system performance and support processes;

• You will be creating procedures for ticket resolution at L1 and L2 levels, ensuring standardized and efficient support workflows;

• You will be ensuring maintenance of documentation, keeping technical and operational materials up to date and accessible.

• 3+ years of experience in L3 application support within SAP BusinessObjects, ensuring strong expertise in advanced support scenarios;

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

• Experience with SQL, ensuring ability to analyze data and troubleshoot issues across systems;

• Experience with SAP BusinessObjects Azure Databricks and Azure Data Factory, enabling support of modern BI and data platforms;

• Experience with API and BI concepts, ensuring understanding of system integrations and data processing;

• Experience with API First approach Apigee and AWS, enabling support for API management and cloud-based solutions;

• Knowledge of traditional BI, enabling work with legacy reporting and analytics environments;

• Strong organizational skills including pressure and priority management, ensuring effective handling of multiple tasks and incidents;

• Customer-oriented communication skills, enabling clear interaction with end users and stakeholders.