Application Support Engineer

Chubb External; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Chubb External is seeking an IT application support professional in Kuala Lumpur to triage incidents, coordinate changes, and ensure timely resolutions. You will work with regional/global teams, maintain governance, and drive release planning to improve stability.

Responsibilities include incident management, root cause analysis, and delivering regular reports while adhering to compliance and audit requirements. This role emphasizes agile-aligned support processes and knowledge transfer.

Qualifications

• Experience delivering application level support and incident management.
• Familiarity with ITIL processes and governance.
• Exposure to production release planning and change control.
• Strong communication with internal stakeholders.

Responsibilities

• Provide, improve, and enhance stability of supported IT applications to business operations.
• Monitor service levels and assist in risk reduction and mitigation planning.
• Close tickets with documented lessons learned and knowledge transfer.
• Coordinate changes, fixes, and regression testing for production.
• Participate in quarterly product releases and enhancements.
• Liaise with regional/global support groups for incident escalation.
• Maintain ServiceNow ticketing system and guidelines.

Skills

Incident management

ITIL

ServiceNow

Change management

Release planning

Stakeholder comms

Root cause analysis

Regression testing

Operational excellence

Coordination

Tools

ServiceNow

ITIL framework

Job description

Key Objective

• Providing application delivery support to meet business need global/regional based.
• Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
• Design and implementation of support processes using ITIL best practices.
• Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.

Responsibilities

• Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.
• Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
• Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
• Adhere to compliance policies and enforce operation procedure
• Drive for operational excellence of business-as-usual processes.
• Provide regular and accurate reports to stakeholders as appropriate
• Prepare achievable/improvement plans and track activities schedule
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Participate in the planning and coordination of regular product releases/enhancement
• Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
• Identifying, assessing and managing risks to the success of business-as-usual processes.
• Participate in the planning and coordination of quarterly product releases for our customer base.
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Liaise with the various local and international support groups for Incident and Request Tasks escalation
• Act as incident manager and communicate outages to respective stake holders and management
• Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
• Develop/enhance appropriate processes and procedures.
• Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
• Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
• Adopting agile practice as part of support process aligned with regional/global
• Ensuring security and audit compliance for all the support deliverables