Application Production Support Specialist

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cognizant Full time

Cognizant Federal Territory of Kuala Lumpur, Malaysia

We are seeking a skilled and motivated Application Production Support Specialist to join our team. In this role, you will be responsible for ensuring the smooth operation of mission-critical applications and systems by providing end-to-end support, troubleshooting, and resolving issues in a timely manner. You will collaborate with various internal teams to monitor, maintain, and improve the performance of production applications.

Key Responsibilities:

  1. Monitor application performance and resolve production incidents in a timely manner.
  2. Analyze, diagnose, and troubleshoot application issues, including user-reported problems, performance bottlenecks, and system failures.
  3. Monitor the performance and availability of applications and assist with system maintenance.
  4. Manage and prioritize incident and request tickets within the IT service management (ITSM) system.
  5. Investigate, document, and resolve incidents or service disruptions, ensuring minimal impact to the business.
  6. Work with development, QA, and infrastructure teams to identify root causes of recurring issues and implement preventive measures.
  7. Collaborate with development teams to report, track, and resolve application bugs or issues.
  8. Escalate issues to senior technical staff or external vendors as needed.
  9. Assist in the deployment and release management processes, ensuring smooth transitions from development to production.
  10. Ensure proper documentation of support tickets, issues, and resolutions.
  11. Provide training and guidance to end-users regarding the use of applications.
  12. Work with cross-functional teams to identify and implement process improvements.
  13. Ensure compliance with company security policies and best practices in all support activities.

Requirements

  1. Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
  2. 2+ years of experience in application support or IT operations, with a focus on production support and with total relevant working experiences not less than 5 years.
  3. Strong troubleshooting and problem-solving skills.
  4. Experience with ticketing systems (e.g., ServiceNow, Jira) and incident management tools is a plus.
  5. Proficiency in SQL for database querying, analysis, and debugging.
  6. Excellent communication skills and the ability to work effectively with both technical and non-technical users.
  7. Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

This role is crucial for ensuring that applications are running smoothly, users have a seamless experience, and any technical issues are resolved quickly and efficiently. If you have a strong technical background and a passion for customer service, we encourage you to apply.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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