Job Description:Acknowledge and respond to incidents within SLA timelinesReceive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestionEscalate incidents to L2 within defined OLA timelines with complete detailsProvide regular status updates based on incident priorityFollow approved support procedures, runbooks, and escalation processesMaintain and update knowledge base articles and troubleshooting guidesRequirementsQualificationsBachelor’s degree in Computer Science, Information Technology, or a related field1–3 years of experience in Application Support, Service Desk, or Enterprise IT SupportUnderstanding of web-based applications and workflow-driven systemsFamiliarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)Basic understanding of Python logs and execution outputExposure to AI chatbot or AI-based platformsExperience supporting workflow-based or RAG systems is a plusFamiliarity with SLA/OLA-driven support environmentsAbility to explain technical issues to non-technical usersStrong verbal and written communication skillsCan work Fully Onsite (San Miguel, Manila)
Job Description:
- Acknowledge and respond to incidents within SLA timelines
- Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
- Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
- Escalate incidents to L2 within defined OLA timelines with complete details
- Provide regular status updates based on incident priority
- Follow approved support procedures, runbooks, and escalation processes
- Maintain and update knowledge base articles and troubleshooting guides
Requirements
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
- Understanding of web-based applications and workflow-driven systems
- Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
- Basic understanding of Python logs and execution output
- Exposure to AI chatbot or AI-based platforms
- Experience supporting workflow-based or RAG systems is a plus
- Familiarity with SLA/OLA-driven support environments
- Ability to explain technical issues to non-technical users
- Strong verbal and written communication skills
- Can work Fully Onsite (San Miguel, Manila)
