IT Application Support Analyst

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:

• Request, Incident & Problem Management
• Analyse, troubleshoot and resolve incidents and support queries raised by business users
• First point of contact (L1 and L2) for any incidents, request and support queries
• Ensure tickets (both internal and vendor tickets) are updated with correct details
• 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
• Complete root cause analysis, update Process Design Documentations and RCA Report
• Operations
• SLA management and reporting
• Perform routine review of the Services/RPA/Interfaces and ensure it is running successfully
• Support maintenance activities such as arranging for downtime, resumption and update stakeholders on the status
• Perform configuration changes
• Support Testing activities (eg. perform IT testing, prepare test scripts, coordinate with stakeholders and track the progress)
• Perform routine health check of the applications
• VA issue list tracking and remediation efforts
• 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