Application Support Analyst

Hexamatics; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading tech company in Malaysia seeks an Application Support Analyst to provide efficient support services for software applications and ensure operational productivity. The role involves managing incidents, technical support, and collaborating with cross-functional teams. Candidates should have a Bachelor’s degree in IT or related fields, along with at least two years of experience in software development and application support. Familiarity with SQL, Oracle, and ITIL practices is advantageous.

Qualifications

• Must have at least 2 years in software development and application support.
• Knowledge of system development life cycle and project management is essential.
• Familiarity with technical architecture principles is required.

Responsibilities

• Assist in managing incidents and system enhancements.
• Provide timely support services to business users.
• Ensure continuous availability of applications and conduct maintenance checks.

Skills

Application support

Software development

ITIL knowledge

Database management

System analysis

Education

Bachelor's degree in Computer Science or related field

Tools

SQL

Oracle

Visual Basic

ASP

PHP

JAVA

.NET

C/C++

Unix

IBM Cognos

Job description

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the job Application Support Analyst

ROLE PURPOSE

Deliverefficient and reliable support services for information accessibility, businessoperations efficiency and increased organisation productivity that contributesto the Bank’s IT strategy and roadmap

JOB DESCRIPTION AND ACCOUNTABILITY

• Assist Support Manager inmanaging reported incidents, problems, system enhancements and program fixes ofIT solution which covers the various phases of the system development lifecycle, from the business requirements gathering, design, develop, test untilthe deployment while ensuring the adherence to BNM’s IT policies, guidelinesand procedures
• Collaborate with thebusiness users to provide timely and satisfactory support services whichinclude pro-active technical advice and guidance on the usage of supportedapplication/software, application/software updates and the impact to business
• Ensure continuousavailability of applications by conducting application maintenance servicessuch as application health check, performance monitoring tuning and capacityplanning. Improve the maintenance of applications from preparation of impactanalysis and recommendations to successful implementation of the approvedchanges and fixes
• Provide support servicesto stakeholders by ensuring all reported incidents, problems and issues areresolved within agreed service level agreements with minimal impact to businessoperations. Perform problem root cause analysis, develop resolution steps forcommon problems and recommend improvement to procedures and controls forproblem preventive measures
• Collaborate with ITinfrastructure teams and service providers throughout problem resolutionprocess and monitor the problem resolution activities to ensure problems areresolved according to the service level agreement and compliance to ITstandards and procedures
• Continuously keepingabreast with technology development to enable optimisation of the Bank’s ITinfrastructure and application for the improvement of IT solutions delivery tobusiness users
• Build and maintain relationshipwith external expert and peers in other organizations in order to benchmark andresearch appropriate technology and processes for enhancing IT services in theBank

QUALIFICATION / EXPERIENCE

• Bachelor degree or higherqualification in Computer Science, Information Technology , InformationSystems, Software Engineering or relevant professional qualification
• Experience: At least2-year working experience in software development and application support.Experience in ITIL is an added advantage. Fresh graduates are encouraged toapply.
• Knowledge: Systemdevelopment life cycle, system analysis and design, database management andtechnically strong in all or some of these software: Visio, SQL, Oracle, VisualBasic, ASP, PHP, JAVA, .NET, C/C++, IIS, Unix, Unix Shell Script Programming,SAP Data Services, MS SSRS, MS SSAS, MS SSIS, Apache, MS Sharepoint, IBMCognos, IBM TM1, IBM Websphere and IBM DB2

TECHNICAL COMPETENCIES

• Emerging Technology• IT System Support andMaintenance
• IT Systems and Technology• IT Project Management
• Technical Architecture•Procedure, Systems and Methods

LEADERSHIP COMPETENCIES

• Acts for the Greater Good
• Integrated Thinking
• Holistic Collaboration
• Engage and InfluenceStakeholders
• Leveraging on StrategicRelationships
• Empowerment withAccountability
• Build Team Capability
• Drive PerformanceExcellence

CRITICAL SUCCESS FACTORS

• Ensure Ability tounderstand the application business area and perform application support,software testing, software design & development, application integration,and project management in system development
• Good understanding ofhigh availability design and concept (eg failover, clustering), applicationsecurity testing, windows desktop environment and server technology (Unix,Linux and Windows environment), authentication and access control principle

CHALLENGES

• Continuously develop thetechnical skills with the technology advancements
• Ability to providereliable and effective application support in meeting the service levelagreement
• Ability to work afteroffice or during weekends, and travel to recovery site (whenever required) forproject activities and for system support