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IT Application Support Analyst

  • Hybrid
    • KL Eco City, Wilayah Persekutuan Kuala Lumpur, Malaysia
  • KCS

Job description

We are looking for Application Support Analyst(s) to join our team to support and maintain Application Support and Operations. Responsibilities include but not limited to:

  1. Request, Incident & Problem Management 
    1. Analyse, troubleshoot and resolve incidents and support queries raised by business users
    2. First point of contact (L1 and L2) for any incidents, request and support queries
    3. Ensure tickets (both internal and vendor tickets) are updated with correct details
    4. For tickets which needs to be escalated to vendors, monitor and promptly follow up with vendor for end-to-end ticket closure. Ensure prompt communications with users for incidents and queries updates
    5. Complete root cause analysis, update Process Design Documentations and RCA Report
  2. Operations 
    1. SLA management and reporting
    2. Perform routine review of the Services/RPA/Interfaces and ensure it is running successfully
    3. Support maintenance activities such as arranging for downtime, resumption and update stakeholders on the status
    4. Perform configuration changes
    5. Support Testing activities (eg. perform IT testing, prepare test scripts, coordinate with stakeholders and track the progress)
    6. Perform routine health check of the applications
    7. VA issue list tracking and remediation efforts
    8. Update documentations and knowledge portal. Update specifications and SOPs as needed

This position is based at KL Eco City, Malaysia.

Job requirements

  • Bachelor Degree in Information Technology or equivalent

  • Knowledge and Certification of Best Practices of IT Operations – e.g. ITSM ITIL

  • Strong communication skills, ability to converse in English  

  • Minimum 1 year of similar experience of being an IT Application Support Analyst

  • Virtual collaboration experience is required

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