Application Support

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Teknowiz Full time

Urgently hiring for one of our direct clients in Malaysia.

Job Title: Application Support (L1 & L2)

Work Location: Menara Axiata, near KL Sentral

Employment Type: Permanent Position

Key Responsibilities
  • Provide Level 1 and Level 2 helpdesk support for application-related issues, ensuring prompt resolution in alignment with established Service Level Agreements (SLAs).
  • Manage day-to-day support tasks effectively to ensure seamless service delivery to DUAL users, with continuous monitoring of SLA adherence and the stability of live services.
  • Daily Housekeeping tasks across all systems.
  • Global XB Daily Update.
  • Enabling and Disabling user accounts.
  • Managing JML (Joiners / Movers / Leavers).
  • Quarterly: Assisting with UAR (User Access Review) tasks.
  • Adhoc: Global XB – adding divisions and departments to Central Function Users.
  • Coordinate with both onshore and offshore third-party vendors to troubleshoot system issues and drive timely resolutions and deliverables.
  • Escalate unresolved or critical issues to the Support Team Leader in a timely manner to avoid breaches in service levels or disruption to business operations.
  • Perform in-depth analysis of complex technical issues, working collaboratively with Information Systems (IS) teams to identify root causes, assess impact, and implement appropriate solutions.
  • Take end-to-end ownership of significant incidents, ensuring consistent communication with stakeholders and providing timely status updates until full resolution.
  • Maintain and update knowledge base articles to document recurring issues, support procedures, and best practices, enhancing team efficiency and user experience.
  • Manage user access, roles, and permissions in accordance with security policies and compliance requirements.
  • Conduct regular access reviews to ensure proper user entitlement, minimizing risks and enforcing governance protocols.
Customer-Related Responsibilities
  • Exhibit a high level of customer focus and proficiency in interactions with business resources.
  • Ensure compliance with Data Protection standards and maintain accuracy and timeliness.
  • Contribute to enhancing work processes to reduce customer complaints and elevate customer satisfaction.
Process-Related Responsibilities
  • Work in accordance with established documentation, solve complex issues, and produce Knowledge Articles to document new processes.
  • Meet all key performance indicators as outlined by the supervisor/Support Team Leader.
People-Related Responsibilities
  • Prioritize and organize tasks effectively.
  • Collaborate as an active team player.
  • Display flexibility and openness to changes within the work environment.
  • Show initiative and readiness to take on responsibilities.
Qualifications
  • Required: Graduate with a degree in Computers - B.Sc. (Computer Science) or BCA.
  • Preferred: Experience in ITIL Application Support and ITIL V3 Foundation Certificate.
  • Previous experience in providing application support for Insurance applications is advantageous.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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