Application Support Engineer (System 6 Analyst)

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

Job summary

A leading insurance provider is seeking an experienced Application Support Engineer in Kuala Lumpur. The role involves troubleshooting software issues, providing technical support to end-users, and ensuring seamless operation of software systems. Candidates should have a bachelor's degree in IT and at least 3 years of experience in an ITIL-based environment. Strong analytical skills and familiarity with tools like Service Now and App Dynamics are essential. This position requires flexibility in working hours and the ability to handle complex technical issues.

Qualifications

• At least 3 years of experience as Application Support Engineer in an ITIL-based environment.
• Deep understanding of application support methodologies and best practices.
• Flexibility to work beyond office hours as needed.

Responsibilities

• Identify and resolve issues in software as they arise.
• Provide technical support and guidance to end-users.
• Ensure smooth functioning of the software system through maintenance and monitoring.
• Work with development teams to automate business processes.

Skills

Application support methodologies

Technical troubleshooting

Analytical thinking

Problem solving

Cross-organizational teamwork

Education

Bachelor's degree in Computer Science, IT, or Software Engineering

Tools

Service Now

App Dynamics

PowerShell

MSSQL

Postman

Job description

Purpose of Role

• Application Support Engineer is responsible for supporting the IT application functions and ensure the effective provision of systems in scope to meet the short- and long-term business plans of the organisation, in accordance with budgeted costs and resources. Provision of advice on the application and utilisation of computer facilities to achieve and enhance the corporate objectives in Asia Pacific region.

Key Accountabilities & Responsibilities

• Troubleshooting and issue resolution:The Application Support Engineer is responsible for identifying, analysing, and resolving issues that arise in the software. They work closely with the development team to address bugs, errors, and defects in the software system.
• Technical support to end-users:An important part of their role is to provide technical support to end-users. They assist users in resolving issues, provide guidance on how to use the software, and ensure that end-users have a positive experience.
• Maintaining the software system:The Application Support Engineer is responsible for ensuring the software system’s smooth functioning, including day to day jobs, performing upgrades and maintenance tasks, performance monitoring, and maintaining security standards.
• Automation of business processes:The Application Support Engineer works closely with the development team to automate business processes, which helps to reduce manual effort and improve efficiency.

Qualifications

• Bachelor’s degree in computer science, Information Technology, Computer / Software Engineering or relevant courses
• At min 3 years of experience as Application Support Engineer in an ITIL-based environment
• Understand and practice SDLC and/or Agile software development
• Deep understanding of application support methodologies, tools, and best practices.
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams
• Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively
• Highly motivated, results-driven, able to multi-task, willingness to learn and think out of the box
• Well-versed with any ticketing system (Service Now) and monitoring system (App Dynamics)
• High capability to handle business / customer complaints and queries effectively
• Excellent knowledge in handling business applications technicality and functionality
• Flexible and committed, when the urgency is required to work beyond office hours/ different time zones, and the ability to work under pressure
• Advance in technical troubleshooting and in multi-application integrations
• Good and advanced skill and knowledge in PowerShell, Windows batch job scripting
• Good and advanced knowledge and skill in database such as MSSQL, MS SQL on cloud, MongoDB
• Good knowledge in IIS, API, webservices and other integrations technologies
• Good knowledge in application architecture landscape
• Understand either practice or adopting Agile methodology and understand of Scrum methodology
• Good and advanced knowledge and skill in Postman