Application Support Engineer

7 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Chubb External Full time

Key Objective

  • Providing application delivery support to meet business need global/regional based.

  • Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.

  • Design and implementation of support processes using ITIL best practices.

  • Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.

Responsibilities

  • Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.

  • Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.

  • Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
  • Adhere to compliance policies and enforce operation procedure
  • Drive for operational excellence of business-as-usual processes.
  • Provide regular and accurate reports to stakeholders as appropriate
  • Prepare achievable/improvement plans and track activities schedule
  • Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
  • Participate in the planning and coordination of regular product releases/enhancement 
  • Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
  • Identifying, assessing and managing risks to the success of business-as-usual processes.
  • Participate in the planning and coordination of quarterly product releases for our customer base.
  • Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
  • Liaise with the various local and international support groups for Incident and Request Tasks escalation
  • Act as incident manager and communicate outages to respective stake holders and management
  • Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
  • Develop/enhance appropriate processes and procedures. 
  • Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices 
  • Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
  • Adopting agile practice as part of support process aligned with regional/global
  • Ensuring security and audit compliance for all the support deliverables

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