Application Support, Lead

Upscale Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Upscale Sdn Bhd is seeking an experienced Lead for Application Support to manage the team and keep critical business applications operational. You will oversee monitoring across frontend, middleware, and backend, coordinate incident responses, and drive process improvements toward automation.

The role requires 5+ years in IT with 2+ years in production support, and at least 1 year as a team lead. English communication is essential, and DR/load/stress testing participation is expected.

Qualifications

• : Minimum 5 years IT experience with at least 2 years in production support.
• : At least 1 year as team lead with 2+ members.
• : Strong English communication skills.
• : Stock broking industry experience is a plus.
• : Knowledge of SQL, Linux, and scripting (bash or Python) preferred.
• : Willingness to work after hours and participate in DR drills.

Responsibilities

• Co-manage the team: roster planning, status follow up, task delegation, chair team meetings and issue approvals.
• Assist, notify and remind the manager on important meetings or planned activities.
• Monitor frontend, middleware, and backend applications from monitoring tools.
• Oversee routine batch jobs for errors and performance.
• Improve monitoring processes toward greater automation and efficiency.
• Respond to production incidents and escalate to L2/L3 support as needed.
• Track incidents in the system and ensure resolution within SLA.
• Share knowledge from BA and Dev teams about new services and batch jobs.
• Update manuals and knowledgebase with monitoring and recovery steps.
• Verify deployment checklists and post-deployment activities.
• Participate in DR drills, load testing and stress testing.
• Collaborate closely with colleagues across departments.
• Provide post-implementation support after hours.

Skills

Team leadership

Application monitoring

SQL

Linux commands

Python

Bash

English communication

Education

Degree in Computing/Information Technology or equivalent

Tools

Monitoring tools

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 elevate 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.