L1 Application Support Engineer

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Tentacle Infotech Full time

Job Title: L1 Application Support Engineer

Job Purpose:

We are seeking a proactive and detail-oriented L1 Application Support Engineer to provide first-line support for business-critical applications. The ideal candidate will monitor systems, resolve incidents, and ensure smooth day-to-day application operations by coordinating with internal IT and vendor teams.

Key Responsibilities:

Monitor application health, performance, and availability.

Act as the first point of contact for user issues and service requests.

Perform incident logging, initial diagnosis, and escalation to L2/L3 teams when required.

Provide basic troubleshooting and execute standard operating procedures (SOPs).

Manage ticket lifecycle using ITSM tools (e.g., ServiceNow, Jira, Remedy).

Support application start-up, shutdown, and batch job monitoring.

Conduct user acceptance testing (UAT) support and production verification.

Prepare and maintain support documentation and knowledge base articles.

Ensure compliance with SLAs and incident management processes.

Collaborate with infrastructure, database, and development teams for issue resolution.

Key Requirements:

Bachelor's Degree / Diploma in Computer Science, IT, or related discipline.

2–5 years of experience in Application / Production Support (L1 or equivalent).

Good understanding of incident & problem management processes (ITIL framework).

Hands-on experience with ticketing tools (ServiceNow, Jira, Remedy, etc.).

Basic knowledge of SQL, Windows/Linux environments, and batch job monitoring.

Strong analytical and troubleshooting skills.

Excellent communication, coordination, and customer service abilities.

Good to Have:

Experience in banking or financial applications.

Familiarity with job schedulers (Control-M, Autosys, etc.).

Knowledge of application monitoring tools (Splunk, Dynatrace, AppDynamics).

ITIL Foundation Certification.

Job Type: Full-time

Pay: RM4, RM5,000.00 per month

Education:

  • Bachelor's (Preferred)

Experience:

  • L1 Application Support: 1 year (Required)
  • incident & problem management processes (ITIL framework): 2 years (Preferred)
  • ticketing tools (ServiceNow, Jira, Remedy): 2 years (Preferred)
  • SQL, Windows/Linux environments, and batch job monitoring: 2 years (Preferred)
  • banking or financial applications.: 2 years (Preferred)
  • job schedulers (Control-M, Autosys): 2 years (Preferred)
  • application monitoring tools: 2 years (Preferred)

Work Location: In person

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