Application Support Analyst

Hexamatics; Kuala Lumpur; On-site; MYR 78,000 - 134,000; Full time

Job summary

Hexamatics in Kuala Lumpur is seeking an Application Support Analyst to provide efficient support across IT applications, ensuring availability and alignment with the Bank's IT strategy.

You will work with business users, perform health checks, and coordinate with infrastructure teams to improve service delivery. Fresh graduates are encouraged to apply, with opportunities to grow in a dynamic environment.

Qualifications

• Bachelor degree in CS/IT or related field.
• At least 2 years in software development or application support.
• ITIL knowledge is an advantage; fresh graduates encouraged.

Responsibilities

• Assist Support Manager in handling incidents, problems and changes through the SDLC.
• Collaborate with business users to provide timely support and guidance on applications.
• Ensure application availability via health checks, performance monitoring and capacity planning.
• Resolve incidents with SLAs and perform root-cause analysis.
• Coordinate with IT infrastructure and service providers during problem resolution.
• Keep abreast of technology to optimize IT infrastructure and delivery.
• Build relationships with external peers to benchmark technologies.

Skills

Incident management

Customer service

Analytical thinking

Team collaboration

Proactive guidance

Education

Bachelor's degree in Computer Science / Information Technology

ITIL familiarity (preferred)

Tools

Visio

SQL

Oracle

VisualBasic

ASP

PHP

JAVA

.NET

C/C++

IIS

Unix

Unix Shell Script

SAP Data Services

MS SSRS

MS SSAS

MS SSIS

Apache

IBM Cognos

IBM DB2

IBM WebSphere

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 higher qualification 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