Application Support Engineer — Incident & Reliability Focus

Businesslist; Kuala Lumpur; On-site; MYR 134,000 - 162,000; Full time

Benefits offered by this job

Benefits as per company policies

Job summary

Businesslist is seeking an enthusiastic Application Support Engineer to own incident management, troubleshoot complex production issues, and work closely with SRE and engineering teams to maintain high service reliability. You will monitor logs, use ServiceNow for ticketing, and drive root cause analysis while communicating clear updates to stakeholders.

The role welcomes fresh grads who are keen to learn fast in a dynamic, production‑level environment.

Qualifications

• Experience in Application Support, Production Support, Service Operations, or related roles.
• Strong understanding of incident, problem, and change management processes.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Ability to analyse logs, diagnose issues, and perform root cause analysis.
• Experience supporting complex customer-facing applications and integrated systems.

Responsibilities

• Own and manage operational support queues through ServiceNow and shared support channels.
• Investigate, troubleshoot, and resolve application and integration issues using logs, runbooks, and knowledge bases.
• Drive end-to-end incident management activities, including triage, communication, resolution, escalation, and closure.
• Perform root cause analysis and partner with Site Reliability Engineering (SRE) teams on major incidents and post-incident reviews.
• Coordinate with internal stakeholders and external vendors to support releases, maintenance activities, and deployment schedules.
• Monitor system health and identify opportunities to improve application reliability and reduce recurring incidents.
• Develop a strong understanding of loyalty platforms, mobile applications, and their supporting integrations.
• Produce operational reports and communicate system status and incident updates to stakeholders.
• Ensure adherence to ITSM, incident management, problem management, and change management processes.

Skills

Incident management

Analytical problem-solving

Communication skills

Multi-tasking

Independent working

Cross-functional collaboration

Tools

ServiceNow

Job description

Businesslist is seeking an enthusiastic Application Support Engineer to own incident management, troubleshoot complex production issues, and work closely with SRE and engineering teams to maintain high service reliability. You will monitor logs, use ServiceNow for ticketing, and drive root cause analysis while communicating clear updates to stakeholders.

The role welcomes fresh grads who are keen to learn fast in a dynamic, production‑level environment.