Application Support Analyst II: RCA, Automation & Uptime

TG Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

TG Malaysia is seeking a Level 2 technical support engineer to manage enterprise and customer-facing applications in Kuala Lumpur. You will investigate issues, monitor performance, and assist with production releases and changes.

The role requires collaboration with vendors, developers, and infrastructure teams to resolve complex problems and drive continual improvement. You will also create and maintain knowledge resources, develop runbooks and best practices, and automate common tasks with

Responsibilities

• Provide Level 2 support for enterprise and customer-facing applications.
• Investigate and resolve application, database, and system-related issues.
• Perform impact assessments and coordinate incident resolution activities.
• Monitor application performance and ensure service availability.
• Support production releases, deployments, and change activities.
• Work closely with vendors, developers, and infrastructure teams to resolve complex issues.
• Lead Root Cause Analysis (RCA) for major and recurring incidents.
• Manage problem records and track corrective actions through closure.
• Identify recurring trends and implement permanent solutions.
• Conduct problem review sessions with internal teams and external vendors.
• Create and maintain Knowledge Base (KB) articles and support documentation.
• Develop troubleshooting guides, operational runbooks, and best practices.
• Ensure knowledge repositories are updated following incidents and system changes.
• Promote knowledge sharing across support and technical teams.
• Execute SQL Server and MongoDB queries for troubleshooting and analysis.
• Support Linux-based application environments.
• Troubleshoot .NET applications and analyze application logs.
• Develop Python scripts to automate support and operational tasks.

Job description

TG Malaysia is seeking a Level 2 technical support engineer to manage enterprise and customer-facing applications in Kuala Lumpur. You will investigate issues, monitor performance, and assist with production releases and changes.

The role requires collaboration with vendors, developers, and infrastructure teams to resolve complex problems and drive continual improvement. You will also create and maintain knowledge resources, develop runbooks and best practices, and automate common tasks with