Graduate Trainee - L2

Job Description Summary Of The Position

The role for supporting the availability, stability, and performance of business-critical applications within a production environment. Working as part of the Application Support team, the individual will assist in monitoring applications, investigating incidents, troubleshooting technical issues, and coordinating with cross-functional teams to ensure timely resolution of service disruptions. Key Accountabilities

• Monitor application performance and respond to incidents, alerts, and service requests.
• Perform initial investigation and troubleshooting of application-related issues.
• Analyze logs, system behavior, and error messages to identify root causes.
• Escalate complex issues to appropriate technical teams while ensuring timely follow-up.
• Support incident, problems, and change management processes in accordance with ITIL practices.
• Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
• Assist in application deployments, upgrades, and maintenance activities.
• Collaborate with cross-functional teams including Infrastructure, Development, Database, and Business teams.
• Participate in shift handovers and operational reviews.
• Contribute to process improvements and knowledge base creation.
• Ensure adherence to SLAs, operational procedures, and compliance

requirements. Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business. Skills and Experience | Essential

• Bachelor's degree in computer science, Information Technology, Computer Engineering, Electronics, or a related field.
• Strong academic record with a keen interest in IT operations and application support.
• Basic understanding of operating systems (Windows/Linux).
• Basic knowledge of databases and SQL queries.
• Familiarity with networking fundamentals such as TCP/IP, DNS, HTTP, and VPN concepts
• Good analytical and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to work effectively in a team environment. Skills and Experience | Desirable
• Very good understanding of ITIL framework and processes. ITIL certification is preferred.
• Working knowledge/experience on Linux - preferred but not must
• Able to share ideas with the team and self-confident
• Go-getter and solution-oriented personality
• Very quick learner and keen to learn new things
• Reliable & accountable individual who can manage client interaction Personal attributes
• Excellent English
• A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
• Having worked in a fast paced, dynamic environment
• Empathy and the ability to communicate both internally and externally
• Ability to multi-task, work under pressure and to tight deadlines
• Positive can-do attitude, team player
• Efficient and Proactive