Application Support, Lead

upscale; Kuala Lumpur; On-site; MYR 180,000 - 270,000; Full time

Job summary

Upscale in Kuala Lumpur seeks an experienced Lead for Application Support to manage the team and ensure systems are ready for business operations. You will monitor frontend, middleware and backend apps and drive incident handling with SLA adherence.

The ideal candidate has 5+ years in IT, with at least 1 year as a team lead and familiarity with monitoring tools, SQL, Linux, and scripting. Stock broking exposure is a plus.

Qualifications

• Degree in Computing or IT with CGPA 3.0+.
• Strong English communication (listening, speaking, reading, writing).
• At least 5 years IT experience with 2+ years in production support (L1/L2/L3).
• At least 1 year as team lead with 2+ members.
• Experience with system monitoring, SQL, Linux, and scripting a plus.
• Experience in stock broking industry is a plus.
• Creative with ideas to improve monitoring, support, and processes.
• Reliable, responsible, and shows leadership traits.

Responsibilities

• Co-manage the team: roster planning, status follow-up, task delegation, meetings, and issue approvals.
• Assist and remind the manager on important meetings or planned activities.
• Monitor frontend, middleware, and backend apps via monitoring tool.
• Monitor routine batch jobs to ensure error-free completion.
• Contribute to improving monitoring tools and automated monitoring processes.
• Execute service recovery or escalate to L2 support when needed.
• Support users during production incidents; check databases and logs.
• Track incidents in the issue tracker and resolve within SLA.
• Participate in knowledge transfer to learn new services and batch jobs to monitor.
• Update manuals and guidelines into the knowledgebase.
• Check deployment checklists and verify post-deployment steps.
• Participate in DR drills, load tests and stress tests.
• Collaborate across departments.
• Provide after-hours system support.

Skills

Team leadership

English communication

Problem solving

Documentation

Collaboration

Leadership

Attention to detail

Education

Bachelor's degree in Computing/Information Technology

Tools

System monitoring tools

Application performance tools

SQL

Linux

Bash

Python

Job description

Job Description for Application Support, Lead

Job Summary

We are looking for potential candidate to join our Application Support family. The selected candidate will assist to manage the application support team and ensuring the system is up and ready for the business.

Job Responsibilities

• Co-manage the team – roster planning, status follow up, tasks delegation, chair team meeting and issue approval.
• Assist, notify and remind the manager on important meeting or planned activity.
• Monitor the frontend, middleware, and backend application from monitoring tool.
• Monitor the routine batch jobs completed without errors.
• Involve in improving the monitoring application and monitoring process toward automation.
• Execute service recovery or escalation to L2 support team.
• Support operation users on production incidents. Require checking in database and application logs.
• Track production incidents in issue tracking system and resolve/close within Service Level Agreement (SLA).
• Participate in knowledge transfer from Business Analyst and Development team to know the new application services and batch job to monitor.
• Update the manual and guidelines (monitoring and system recovery steps) into knowledgebase.
• Checking deployment checklist and verify post deployment activities.
• Involve in company activities like DR drill, load test and stress test.
• Work closely with colleagues from departments.
• Continue to support the system after working hour.

Requirements

• Degree in Computing, Information Technology or equivalent with CGPA 3.0 and above
• Must be able to communicate effectively in English (Listen, Speak, Read, and Write)
• Minimum 5 years working experience in IT industry with at least 2 years' experience as L1, L2 or L3 in supporting production system.
• Minimum 1 year experience as team lead with at least 2 members.
• Having knowledge in system monitoring tool, application performance tool, SQL query, Linux commands, analyze application logs and scripting (bash or python) would be an advantage.
• Developer, database administrator, quality assurance, and system analyst are encouraged to apply.
• Knowledgeable in MS Office
• Worked in stock broking industry and experience in stock trading would be a plus.
• Creative person with lots of great ideas to improve the monitoring, support, and processes.
• Responsible, dependable, and having leadership traits.

Career Level

• Senior Executive

Position

• Full time contract