L1 & L2 Application Support

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Agensi Pekerjaan Ideal Reliance Full time 72,000 - 108,000 per year

Job Details:

  • Work Location: Kuala Lumpur
  • Contract Duration: 12 months
  • Working Hours: L1 (shift hours), L2 (8.45am - 5.45pm)
  • Offered Salary: RM 6,000 (Level 1), RM 9,000 (Level 2)

Job Responsibilities

1. Application Operations Support

  • Provide daily operational support for business applications, ensuring smooth execution of Incident, Problem, Request, and Change Management processes.
  • Act as the primary point of contact for application-related issues and ensure timely resolution according to SLAs.

2. Incident Management

  • Manage and troubleshoot application incidents reported by internal and external users.
  • Ensure incidents are properly categorized and prioritized based on severity and business impact.
  • Deliver prompt updates and resolutions while maintaining detailed ticket records in the ITSM system.
  • Collaborate with Level 3 support teams or vendors when escalation is required.
  • Provide on-call support during off-hours for critical production incidents.

3. Request Fulfilment

  • Handle user service requests such as report generation, data extraction, and access management in accordance with defined workflows and procedures.

4. Problem Management

  • Lead or coordinate root cause analysis for major or recurring incidents.
  • Perform trend analysis to detect recurring problems and propose preventive measures or process improvements.

5. Change Management

  • Coordinate and implement approved application changes, releases, and data patches according to change control procedures.
  • Ensure changes are deployed efficiently with minimal disruption to business operations.

6. Monitoring and Maintenance

  • Monitor system performance, batch jobs, and application health to proactively identify potential issues.
  • Maintain accurate documentation, including knowledge base articles and known error databases (KEDB).

Qualification:

  • Minimum 2 – 6 years of application support experiences, previous experience in Insurance industrial will be an added advantage.
  • Diploma or Degree in IT and related disciplines.
  • Knowledge in ITSM.
  • Excellent communication skills (verbal & written communication).

Job Type: Contract

Contract length: 12 months

Pay: RM6, RM9,000.00 per month

Experience:

  • L1 support: 2 years (Preferred)
  • L2 support: 3 years (Preferred)

Work Location: In person

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