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Key Responsibilities:
- Provide Level 1 and Level 2 helpdesk support for application-related issues, ensuring prompt resolution in alignment with established Service Level Agreements (SLAs).
- Manage day-to-day support tasks effectively to ensure seamless service delivery to DUAL users, with continuous monitoring of SLA adherence and the stability of live services.
- Daily Housekeeping tasks across all systems.
- Global XB Daily Update.
- Enabling and Disabling user accounts.
- Managing JML (Joiners / Movers / Leavers).
- Quarterly: Assisting with UAR (User Access Review) tasks
- Adhoc: Global XB – adding divisions and departments to Central Function Users.
- Coordinate with both onshore and offshore third-party vendors to troubleshoot system issues and drive timely resolutions and deliverables.
- Escalate unresolved or critical issues to the Support Team Leader in a timely manner to avoid breaches in service levels or disruption to business operations.
- Perform in-depth analysis of complex technical issues, working collaboratively with Information Systems (IS) teams to identify root causes, assess impact, and implement appropriate solutions.
- Take end-to-end ownership of significant incidents, ensuring consistent communication with stakeholders and providing timely status updates until full resolution.
- Maintain and update knowledge base articles to document recurring issues, support procedures, and best practices, enhancing team efficiency and user experience.
- Manage user access, roles, and permissions in accordance with security policies and compliance requirements.
- Conduct regular access reviews to ensure proper user entitlement, minimizing risks and enforcing governance protocols.
Qualifications
- Required: Graduate with a degree in Computers - B.Sc. (Computer Science) or BCA.
- Preferred: Experience in ITIL Application Support and ITIL V3 Foundation Certificate.
- Previous experience in providing application support for Insurance applications is advantageous.
Job Type: Full-time
Pay: RM1.10 - RM1.50 per month
Schedule:
- Day shift
Work Location: In person