Application Support Engineer (Integration & Middleware) 2376

USER Experience Researchers; Cyberjaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

USER Experience Researchers seeks an Application Support Engineer in Cyberjaya, Malaysia to provide Level 2 support and ensure the stability of the client's enterprise integration platform. You will monitor performance, troubleshoot complex issues, and collaborate with engineering, infrastructure, and vendors to drive timely resolutions.

The role emphasizes proactive monitoring, documenting procedures, and maintaining SLAs, with a focus on platform availability and continuous improvement of

Qualifications

• Experience providing Level 2 support for enterprise integration platforms.
• Strong debugging and troubleshooting skills across middleware and integration patterns.

Responsibilities

• Provide Level 2 (L2) support for the client's enterprise integration platform and related applications.
• Perform proactive and reactive platform monitoring to ensure high availability and uninterrupted service continuity.
• Monitor system performance, manage error rates, and perform performance tuning where required.
• Provide advanced troubleshooting for complex technical issues across the client's integration platform.
• Conduct in-depth root cause analysis (RCA) and collaborate with engineering teams to implement timely and sustainable resolutions.
• Work closely with developers, infrastructure teams, and third-party vendors to define and optimize integration patterns.
• Maintain accurate and up-to-date technical documentation, operational procedures, and support knowledge base.
• Ensure all incidents, service requests, and operational activities are completed within agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives to enhance platform stability, reliability, and operational excellence.

Skills

L2 support

Platform monitoring

Performance tuning

Root cause analysis

Documentation

Cross-functional collaboration

Tools

IBM WebSphere MQ

webMethods

Apigee

Axway

GXS

IBM WebSphere

ITX 10 (Transform Extender)

Job description

We are looking for an Application Support Engineer to provide second-level application support, platform monitoring, and performance tuning to ensure the stability, availability, and reliability of the client's enterprise integration platform. The role involves troubleshooting complex technical issues, collaborating with cross-functional teams, and maintaining operational excellence by meeting agreed Service Level Agreements (SLAs).

Key Responsibilities

• Provide Level 2 (L2) support for the client's enterprise integration platform and related applications.
• Perform proactive and reactive platform monitoring to ensure high availability and uninterrupted service continuity.
• Monitor system performance, manage error rates, and perform performance tuning where required.
• Provide advanced troubleshooting for complex technical issues across the client's integration platform.
• Conduct in-depth root cause analysis (RCA) and collaborate with engineering teams to implement timely and sustainable resolutions.
• Work closely with developers, infrastructure teams, and third-party vendors to define and optimize integration patterns.
• Maintain accurate and up-to-date technical documentation, operational procedures, and support knowledge base.
• Ensure all incidents, service requests, and operational activities are completed within agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives to enhance platform stability, reliability, and operational excellence.

Expected Work Results

• Timely resolution of production incidents.
• Effective proactive and reactive platform monitoring.
• High platform availability and uninterrupted service continuity.
• Achievement of agreed operational targets and SLAs.

Required Technical Skills

Integration & Middleware

• IBM WebSphere Application Server (Basic)
• Apigee
• Axway
• webMethods (Advanced)
• GXS (Advanced)
• IBM WebSphere
• IBM WTX / IBM Transformation Extender (ITX 10)
• IBM WebSphere MQ (WMQ)

Cloud & Infrastructure

• Microsoft Azure
• Azure Kubernetes Service (AKS)

Database & Operating Systems

• Oracle SQL
• SQL
• UNIX

EDI & Data Integration

Good understanding of EDI industry standards and data formats, including:

• ANSI X12
• EDIFACT
• RosettaNet
• TRADACOMS
• XML
• IDocs
• Proprietary Formats (Fixed Length, Delimited)

Communication Protocols

• Good knowledge of enterprise communication protocols used in integration environments.

Preferred Skills

• Strong analytical and troubleshooting skills with experience supporting production environments.
• Experience conducting root cause analysis (RCA) for complex incidents.
• Ability to collaborate effectively with developers, infrastructure teams, vendors, and other technical stakeholders.
• Strong documentation and communication skills.
• Experience working in SLA-driven support environments.
• Knowledge of enterprise integration and middleware technologies.