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Roles and Responsibilities:
1. System/Application Implementation and Enhancements
a. As the Subject Matter Expert (SME) for the IT System / Application, and technical domains including system/solution architecture, the related components, design, technical, functional, operational, integration, etc.
b. Analyze current application and infrastructure technical and functional requirements, and plan for future enhancements or upgrades.
c. Lead, drive or participate in end to end management and execution of projects/change requests to implement enhancements and upgrades within mutually agreed scope, timelines and budget with minimal disruptions to business and operations and in accordance with relevant IT frameworks, guidelines and policies.
d. Proactively coordinate and manage system and technical issues, risks and escalate the issues/risks appropriately for resolution.
e. Develop and maintain IT system technical documentations including Technical Operation Manual, Guideline, ‘Arahan Kerja’, and reports.
f. Participate in System Integration Test (SIT) / User Acceptance Test (UAT) to ensure system can operate in accordance with business requirement.
g. Collaborating with users to identify and measure application performance.
2. System/Application Maintenance
a. Proactively monitor, manage and maintain application / systems to ensure that these systems are always in high availability to function at any time.
b. Coordinate maintenance tasks for the application / systems and related components to ensure optimal maintenance, availability and performance.
c. Proactively monitor the availability, capacity, resource utilization, performance and throughput of supported applications / systems to minimize service interruptions and downtime.
d. Prioritize, schedule and delegate assignment of support activities and tasks.
e. Ensure the application/systems are updated and in compliance in terms of software & security patching, remediation vulnerability, software updates, technology refresh, obsolescence, system / application bugs, and etc.
3. System/Application Technical Support
a. Resolve IT system technical incidents, service requests and problems in a timely and efficient manner in line with business requirements.
b. Provide appropriate maintenance, technical support and incident management processes and procedures to support and maintain the system, and to investigate and resolve the technical incidents in production and disaster recovery environment.
c. Coordinate technical / deployment / implementation tasks and activities related to the IT systems with relevant internal teams and external parties as and when required.
d. Provide timely communication to relevant parties internally, other departments and divisions, business owner as well as business users on the status of the service requests and incidents.
e. Liaise and coordinate with the respective IT systems’ vendors to ensure the system / application incidents and problems are resolved in a timely and professional manner.
f. Ensure problem prevention methods are continually applied to improve service levels and reduce costs by undertaking problem diagnosis, implementing problem resolution and appropriate proactive prevention to the IT systems.
g. Able to perform troubleshooting by analysing logs and identifying the underlying cause.
h. Capable of comprehending Structured Query Language (SQL) statement for troubleshooting and data patching needs.
4. Technical Support Assistance and Ad-Hoc Task
a. Assist in providing information and support for technical deployment / implementation tasks and activities of other related systems, solutions and technologies.
b. Cooperate with other teams / parties (internal and external) in ad-hoc projects / tasks / activities related to Application Infra Support Unit.
c. Prepare technical documentation, reports, slide or other deliverables related to systems / applications under Application Infra Support Unit’s supervision, as and when needed.
d. Collaborate with Internal Audit Department to provide the necessary information according to the established schedule.
e. Assist in drafting contracts for IT-related projects/maintenance.
Qualifications and Education Requirements
1. Possess a Bachelor Degree or Bachelor Degree (Honours) in Computer Science, Information Technology or equivalent which is recognized by the Government from any local or abroad higher learning institution in related field of study or qualification in related field of stud, accredited by the Malaysia Government.
2. Possess any certification or accreditation related to system/application support, programming or administration from recognized IT organization is an added advantage.
Preferred Skills / Competency
1. At least 2 years’ experiences in system/application support role or programmer role with skills in IT problem diagnosis, troubleshooting and resolution.
2. Knowledge in application development programming languages and components i.e. Java, HTML, .NET Framework etc. Java experience will be an added advantage.
3. Good understanding of system logical and architecture which including knowing how system components interact, comprehending design principles, and recognizing data flow.
4. Good understanding in Structured Query Language (SQL) and database system with basic knowledge in database components and operation.
5. Basic understanding of networks, firewalls, security appliances, backup, storage and IT technologies in an enterprise environment i.e. Hyper-Converged Infrastructure (HCI), Cloud Technology, Internet-of-Things, and other new IT technologies in multiple areas.
6. Knowledge in open source operating systems i.e. Linux, or other OS technology and scripts i.e. PowerShell, is an added advantage.
7. Knowledge in server administration will be an added advantage.
8. A self-starter, able to multi-task and independent, with strong problem solving and analytical skills and ability to work together in a team environment.
9. Ability to see a task through from assignment to completion with minimal supervision.
10. Able to work during non-office hours when issues arise and on shift (if necessary).
11. Excellent written and verbal communication skills in English and Bahasa Melayu and able to communicate technical information in a professional manner that is clear and understandable to technical and non-technical personnel.
