Job Description

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: RM4,000.00 - 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