L1​/L2 Support​/Systems Application Developer

Systems Application Developer

• Full Stack Development:
  Build high-quality responsive web applications using frontend technologies Angular 10, React JS, Type Script, HTML5, CSS3 and backend frameworks .NET Core 3.1-8, Node js.
• Arbor OM iLink Proprietary Solutions:
  Customize and enhance iLink's pre-created frameworks and solution accelerators which may include Arbor OM Order Management or similar data-driven systems to solve client-specific business challenges.
• Database Data Management:
  Design and manage database schemas, write stored procedures T-SQL, and optimize performance in SQL Server.
• System Integration APIs:
  Develop and consume RESTful APIs and web services to integrate applications with other systems and data platforms.
• Cloud Deployment:
  Implement and maintain CI/CD pipelines using Azure Dev Ops, Jenkins, and manage application deployment in cloud environments Azure or AWS.
• Troubleshooting Support:
  Perform bug fixing, debugging, and production environment monitoring to ensure high reliability, particularly for enterprise applications.

• Incident Management:
  Investigate, diagnose, and resolve complex application system issues escalated from L1 support.
• Technical Troubleshooting:
  Perform in-depth investigations, including analyzing application logs, database queries, and system performance.
• Root Cause Analysis (RCA):
  Identify underlying issues, implement fixes or workarounds, and document solutions in the ticketing system.
• System Monitoring:
  Monitor application health and infrastructure performance to ensure high availability.
• Escalation &
  
  Collaboration:
  
  Collaborate with L3 development teams on bugs while communicating status updates to stakeholders.
• Documentation:
  Create and maintain knowledge base articles and troubleshooting guides.

Key Responsibilities

• Ticket Management:
  Receive, log, acknowledge, and classify incoming requests, incidents, or alerts via email, chat, or ticketing systems (e.g., Service Now, Remedy).
• Data Processing:
  Enter, update, and maintain accurate records in databases, CRM systems, or ERP software.
• Routine Troubleshooting:
  Provide first-line fixes for basic issues such as password resets, account unlocking, software installation, or routine IT application support.
• Documentation & Reporting:
  Prepare daily and weekly reports on operational metrics, process documentation (e.g., invoices, bills of lading), and maintain accurate filing systems.
• Escalation:
  Route complex or unresolved problems to L2/L3 technical teams or managers.
• Vendor/Internal Coordination:
  Coordinate with internal departments or external vendors to process orders, manage inventory, or request support.
• System Monitoring:
  Monitor application health or server alerts to identify potential bottlenecks or failures.

• Backend:
  Strong proficiency in C# or Python, .NET Core.
• Frontend:
  Expertise in modern frameworks such as Angular or React.
• Database:
  Advanced SQL skills (SQL Server, Oracle, or MySQL).
• Tools:
  Experience with Git, Azure Dev Ops, and containerization (Docker).
• Domain Knowledge:
  Familiarity with industries like Telecom, Health, or Energy & Production.

• Speed:
  Use of pre-created frameworks to accelerate development.
• AI Integration:
  Experience integrating AI/ML capabilities into web applications.
• Focus:
  Strong focus on Digital Transformation and creating intelligent apps.

• Technical
  
  Skills:
  
  Proficiency in SQL (complex queries, optimization), Linux/Unix environment, and web technologies.
• Tools:
  Experience with monitoring tools, ticketing systems (e.g., Jira, Service Now), and API tools (e.g., Postman).
• Knowledge:
  Understanding of ITIL processes, API structures, and client-server architecture.
• Soft Skills:
  
  Strong analytical problem-solving, communication skills, and ability to work under pressure, particularly during P1 incidents.
• Common
  
  Certifications:
  
  ITIL Foundation, CCNA (for network-focused roles), Database Certifications (e.g., Oracle, SQL Server).

• Technical Proficiency:
  Strong knowledge of MS Office Suite (especially Excel—Pivot Tables, VLookup), and familiarity with CRM or ERP tools.
• Communication:
  Excellent written and verbal communication skills for updating stakeholders and documenting issues.
• Attention to Detail:
  Meticulous approach to data entry to prevent costly errors.
• Time Management:
  Ability to work under tight deadlines and prioritize tasks effectively.
• Education:
  
  Typically requires a high school diploma or a Bachelor’s degree in Business Administration, IT, or a related field.

• IT Service Desk L1:
  Remote troubleshooting, Active Directory management, O365 support.
• BO Executive (Finance/HR):
  Managing employee records, invoicing, and payroll data.
• Operational Support:
  Order management, tracking deliveries, and vendor coordination.
• Practice: L1 support agents follow strict predefined…