Job Description

We are seeking a skilled and driven L2 Application Support Engineer to join our Managed

Services team. In this role, you will own the second-line resolution of application incidents across

a portfolio of enterprise platforms, working closely with Level 1 support, development,

infrastructure, and business stakeholders to ensure service continuity, SLA compliance, and

continuous improvement. You will be the technical bridge between frontline operations and

engineering teams, driving root cause analysis, proactive monitoring, and structured change

delivery.

Incident And Problem Management

Â· Own end-to-end resolution of L2 application incidents escalated from L1 & L1.5 teams, ensuring timely triaging, investigation, and restoration within defined SLA windows.

Â· Perform deep-dive root cause analysis (RCA) for recurring or high-severity incidents and implement corrective actions to prevent recurrence.

Â· Document incident timelines, impact assessments, and resolution steps in ServiceNow with accuracy and completeness.

Â· Coordinate with L3 engineering and infrastructure teams for incidents requiring code-level fixes or infrastructure remediation, maintaining clear ownership throughout.

Â· Produce weekly and monthly status reports, as well as reports covering individual business segments, for business and technology stakeholders.

Â· Monitor assignment group queues to ensure the team is not breaching SLAs, is responding to tickets in a timely manner, and is meeting businesIncident anCs expectations.

Â· Drive problem management activities, including trend analysis, known error database (KEDB) maintenance, and workaround documentation.

Application Monitoring And Observability

Â· Monitor application health, performance, and availability using observability tools including Datadog, covering infrastructure metrics, APM traces, log pipelines, synthetic monitors, and dashboards.

Â· Configure and maintain Datadog monitors, alerts, and notification channels to ensure proactive detection of anomalies before they impact end users.

Â· Analyse application logs, traces, and metrics to identify performance bottlenecks, memory leaks, database query degradation, and integration failures.

Â· Establish and refine alert thresholds, runbooks, and on-call playbooks to reduce alert fatigue and accelerate mean time to resolution (MTTR).

Â· Participate in Datadog enablement activities across supported application teams, driving adoption of observability best practices.

Change And Release Management

Â· Assess, review, and support application change requests, ensuring proper impact analysis, rollback plans, and compliance with the change management framework.

Â· Coordinate scheduled deployments, hotfixes, and patch releases across managed application stacks, including validation and post-deployment sanity checks.

Â· Manage vulnerability remediation and security patch deployments in alignment with CBRE's patch management policies, including application-level deployments for Vietnam Residential and other designated environments.

Â· Support SSIS package deployments and ETL pipeline changes within CM (Capital Markets) application scope, coordinating with data engineering teams.

Â· Ensure all changes are logged, approved, and communicated to stakeholders per ITIL change management standards.

KPI Metrics And Scorecard Reporting

Â· Generate and publish weekly and monthly KPI dashboards covering incident volumes, SLA adherence, MTTR, first-contact resolution rates, and escalation trends.

Â· Prepare scorecard reports for business and technology stakeholders, providing clear performance narratives and improvement actions.

Â· Build and maintain ServiceNow reports and scheduled report configurations to automate operational reporting for the Managed Services portfolio.

Â· Identify data quality issues in CMDB (Configuration Management Database) tables, views, and stored procedures, and coordinate corrections with the CMDB team.

Â· Use data-driven insights to support continuous improvement initiatives and leadership reviews.

Escalation Handling And Stakeholder Communication

Â· Act as the primary escalation point for critical application issues, ensuring senior stakeholders receive timely, accurate, and jargon-free status updates throughout the incident lifecycle.

Â· Manage major incident bridges, driving structured war-room conversations, assigning action owners, and producing post-incident review (PIR) reports.

Â· Coordinate cross-team Disaster Recovery (DR) exercises, including planning, execution oversight, status communication, and completion sign-off for Tier 1 DR activities.

Â· Liaise with vendor support teams and third-party application owners when incidents require external escalation, tracking resolution and maintaining SLA accountability.

Access And Configuration Management

Â· Administer access provisioning and de-provisioning across managed applications, ensuring compliance with CBRE's access management policies and segregation-of-duties controls.

Â· Process user access requests, role modifications, and periodic access reviews within defined SLA timeframes.

Â· Maintain accurate CMDB configuration items (CIs) for supported applications, environments, and dependencies.

Â· Manage Power Automate flows supporting operational processes, including troubleshooting failures and coordinating enhancements with the automation team.

Ad-hoc Request Handling And Process Management

Â· Handle ad-hoc service requests from business teams, including data extracts, environment refreshes, configuration queries, and one-off operational tasks, within agreed response timelines.

Â· Respond to process queries from application teams and business users, clarifying operational procedures and guiding resolution of ambiguous scenarios.

Â· Identify opportunities to automate repetitive L2 tasks using scripting, Power Automate, or ServiceNow workflow automation.

Â· Maintain up-to-date standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles to reduce repeat escalations from L1.

Â· Support onboarding of new applications into the Managed Services portfolio, contributing to runbook creation, monitoring setup, and knowledge transfer.

Key Requirements

Â· Bachelor's degree in Computer Science, Information Technology, or a related field.

Â· 5 to 7 years of experience in application support, managed services, or a similar L2/L3 operations role.

Â· Demonstrated experience with ITIL-aligned incident, problem, change, and request management processes.

Â· Hands-on experience with ServiceNow — ticket management, report building, and scheduler configuration.

Â· Proficiency with Datadog or equivalent observability platforms (APM, log management, infrastructure monitoring, dashboards, alerting).

Â· Working knowledge of SQL, CMDB structures, stored procedures, and data views for operational queries and reporting.

Â· Familiarity with ETL concepts and SSIS package management for data pipeline support.

Â· Experience with Power Automate or similar low-code automation tools.

Â· Strong analytical and structured troubleshooting skills across multi-tier application architectures (web, application, database, integration layers).

Â· Excellent verbal and written communication skills, with the ability to present technical findings clearly to non-technical stakeholders.

Â· Ability to manage multiple concurrent incidents and service requests in a fast-paced, SLA-driven environment.

Must Have Skills

Â· Proficiency in Datadog for application and infrastructure monitoring, alerting, and dashboard configuration.

Â· Strong ServiceNow skills covering incident, problem, change, and request management, plus report and scheduler setup.

Â· Solid understanding of ITIL frameworks — incident lifecycle, RCA, KEDB, and change advisory board (CAB) processes.

Â· Experience performing root cause analysis and writing clear post-incident review (PIR) reports.

Â· Hands-on SQL skills for querying application databases, CMDB tables, and stored procedures.

Â· Ability to work independently across ambiguous, high-pressure situations and drive resolution without constant supervision.

Â· Experience coordinating escalations across development, infrastructure, and vendor teams.

Â· KPI reporting and scorecard preparation for management and business stakeholders.

Preferred Qualifications

Â· ITIL Foundation certification (v3 or v4).

Â· Datadog certifications or equivalent observability platform credentials.

Â· Certifications in Microsoft Azure, AWS, or Google Cloud Platform.

Â· Experience supporting enterprise SaaS platforms in a managed services or outsourced IT environment.

Â· Familiarity with scripting languages such as Python or PowerShell for operational automation.

Â· Exposure to Disaster Recovery planning and execution for enterprise applications.

Â· Experience with Alteryx, Power BI, or similar tools for operational analytics and reporting.