Job Description

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: RM6,000.00 - RM9,000.00 per month

Experience:

L1 support: 2 years (Preferred) L2 support: 3 years (Preferred)
Work Location: In person