Deskripsi Pekerjaan
Are you a critical thinker who thrives on solving complex technical challenges? Do you possess a unique blend of analytical depth and a passion for client service? Kroll is seeking a dedicated and highly skilled Application Support Analyst to join our dynamic team in Manila City, Metro Manila.
As a global leader in risk management and financial advisory, Kroll offers an unparalleled environment for professional development. In this pivotal role, you are the frontline of our technical operations, ensuring the stability and performance of critical business applications that power our global client engagements. You will leverage your deep understanding of technology and business processes to diagnose issues, implement strategic solutions, and drive continuous improvement across our application ecosystem.
This is more than a standard support role; it is a strategic function that relies on your ability to conduct consultative questioning and build lasting relationships. You will not just be resolving tickets; you will be identifying root causes, preventing future disruptions, collaborating with world-class engineering teams, and contributing directly to the firm's operational excellence.
Why join Kroll?
- Work alongside industry-leading experts on challenging, high-impact global projects.
- Comprehensive benefits package including health insurance, retirement plans, and generous leave policies.
- Unmatched opportunities for continuous learning, professional certifications, and clear career advancement paths.
- A collaborative, diverse, and inclusive culture that values your unique perspective and fosters innovation.
If you are passionate about technology, customer service, and making a measurable impact, we invite you to apply and grow your career with Kroll.
Tanggung Jawab
- Act as the primary escalation point for complex application issues, leading incident triage, diagnosis, and resolution to restore services quickly and effectively.
- Perform in-depth root cause analysis on recurring technical problems, proactively recommending and implementing permanent fixes to enhance system stability.
- Collaborate with global development, product, and infrastructure teams to support application releases, upgrades, and maintenance windows.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting procedures, and recovery runbooks.
- Utilize strong SQL and analytical skills to query databases, identify data discrepancies, and support business reporting needs.
- Mentor junior team members on best practices, application architecture, and advanced troubleshooting techniques.
- Monitor application performance using observability tools, creating dashboards and alerts to ensure proactive incident detection.
- Champion a customer-centric approach by building strong relationships with business stakeholders and communicating technical solutions clearly.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Systems, or a related quantitative field.
- 4+ years of professional experience in application support, systems administration, or a technical support engineering role.
- Expert proficiency in SQL (complex joins, stored procedures, performance tuning) and familiarity with scripting languages like Python or PowerShell.
- Strong working knowledge of ITIL processes (Incident, Problem, and Change Management) and experience with ServiceNow or Jira Service Management.
- Proven analytical and problem-solving skills with a track record of independently resolving complex technical challenges.
- Exceptional verbal and written communication skills with the ability to translate technical jargon into business-friendly language.
- Experience supporting enterprise-level applications in a financial services or professional services environment is a plus.
- Ability to work flexible hours to support a global team and participate in an on-call rotation as needed.