Application Support Engineer

Chubblifefund; Malaysia; On-site; MYR 90,000 - 130,000; Full time

Job summary

Chubblifefund is seeking an IT Application Delivery Support professional in Malaysia to triage incidents, design and implement ITIL-based processes, and communicate with stakeholders to resolve issues promptly.

The role emphasizes improving stability of applications, reducing ticket volume through root-cause analysis, and ensuring compliant operation procedures across regional and global teams.

Responsibilities

• Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fix 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

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