Assistant Manager, Product Support

OSK Holdings Berhad; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

OSK Holdings Berhad is seeking an IT Application Support professional in Kuala Lumpur to provide 1st and 2nd line support for in-house and purchased applications, troubleshoot issues, and coordinate resolutions with developers and vendors. The role covers post-go-live monitoring, documentation, and ongoing knowledge management.

You will work with internal IT teams, handle SIT/UAT coordination, participate in system upgrades, and ensure smooth operation of enterprise applications, APIs, and cloud

Qualifications

• Minimum 5 years of IT experience.
• Good understanding of application support and SDLC.
• Knowledge of SQL and database queries, APIs and system integration.
• Experience with ticketing / service desk systems is an advantage.
• Familiarity with AI-enabled applications, automation, cloud and SaaS solutions is an added advantage.

Responsibilities

• Provide first- and second-level support for in-house and purchased applications.
• Troubleshoot application issues, errors, access problems and incidents.
• Analyse problems, identify root causes and coordinate resolution.
• Monitor performance, availability and recurring issues.
• Maintain incident, problem and resolution records.
• Provide user guidance and support for system functions and business processes.
• Support applications developed by internal IT team and work with developers on bugs and enhancement requests.
• Coordinate project activities for new and updated applications, SIT/UAT, and go-live readiness.
• Coordinate with vendors for vendor-supported applications and software upgrades.
• Assist in documentation, user guides and knowledge bases; support post-go-live monitoring.
• Support integration, data validation and system testing during deployments.

Tools

SQL

Web-based applications

APIs

System integration

Application servers

Cloud applications

Microsoft 365

Job description

Provide first- and second-level support for assigned in-house and purchased applications.

Troubleshoot application issues, errors, access problems and system-related incidents.

Analyse reported problems, identify root causes and coordinate resolution.

Monitor application performance, availability and recurring issues.

Maintain proper incident, problem and resolution records.

Provide user guidance and support for system functions and business processes.

B. In-House Application Support

Support applications developed and maintained by the internal IT development team.

Work with developers to investigate bugs, system errors and enhancement requests.

Perform functional checking and validation after fixes or system changes.

Assist in maintaining application documentation, user guides and system knowledge bases.

Support application deployment and post-go-live monitoring.

C. Purchased / Vendor Applications

Provide operational support for commercial/off-the-shelf applications.

Liaise with software vendors and implementation partners for technical issues, bugs and product support.

Follow up vendor cases and ensure issues are resolved within agreed timelines.

Coordinate software upgrades, patches, maintenance and version changes.

Review vendor release notes and assess potential impact on business users and existing integrations.

Maintain records of application licenses, support contracts and maintenance arrangements where required.

D. Project Implementation & System Rollout

Participate in the implementation of new in-house developed, purchased and SaaS applications.

Work with business users, project teams, vendors and implementation partners throughout the project lifecycle.

Assist in gathering and validating business and system requirements.

Coordinate project activities related to application configuration, data preparation, migration and system setup.

Review and validate functional specifications, system configuration and proposed solutions.

Prepare and coordinate System Integration Testing (SIT), User Acceptance Testing (UAT) and regression testing.

Coordinate with business users to conduct UAT, capture feedback and track issues to closure.

Support user training, preparation of user guides and operational handover.

Coordinate cutover, go-live and post-implementation support activities.

Monitor system performance and user issues during the hypercare / stabilization period after go-live.

Ensure proper handover of the implemented system to the Product Support team for ongoing operation and maintenance.

Maintain project-related documentation, including requirements, test results, configuration, issue logs, training materials and operational procedures.

Identify implementation risks, dependencies and issues and elevate them to the project manager or IT management when necessary.

Gather and understand business users' requirements and pain points.

Assess enhancement requests and coordinate with developers or vendors for solution proposals.

Prepare functional requirements, process flows and change requests where necessary.

Assist in evaluating the impact, effort and priority of requested changes.

Support continuous improvement of existing applications and business processes.

F. Testing & Release Management

Prepare test scenarios and test cases for application changes.

Coordinate and support System Testing, UAT and regression testing.

Work with business users to validate system functionality before production release.

Ensure identified defects are tracked and resolved before go-live.

Support production deployment and perform post-release verification.

G. Integration & Data Support

Coordinate with integration and infrastructure teams on application interfaces and system dependencies.

Assist in investigating data/interface issues between applications.

Perform basic data validation and reconciliation when required.

Escalate complex integration, database or infrastructure issues to the appropriate IT team.

H. Documentation & Knowledge Management

System overview

Support procedures

Configuration information

Test cases and results

Vendor contact and support information

Build and maintain a knowledge base for recurring application issues.

Ensure proper handover and documentation for new applications and system enhancements.

I. IT Service & Governance

Follow IT service management, security and change management procedures.

Ensure application changes are properly documented, tested and approved before production deployment.

Monitor and report application support performance, recurring incidents and outstanding issues.

Participate in application disaster recovery, business continuity and security-related activities where required.

Support IT audits and compliance requirements related to applications.

Job Requirements

Minimum of 5 years of relevant experience in IT.

Good understanding of application support and software development lifecycle.

Basic knowledge of - SQL and database queries, Web-based applications, APIs and system integration, Application servers and cloud applications, Microsoft 365 / enterprise applications, User access and application security

Experience with ticketing / service desk systems is an advantage.

Knowledge of Hotel Management System, Finance, POS & related other enterprise applications is an advantage.

Familiarity with AI-enabled applications, automation, cloud and SaaS solutions is an added advantage.

IT Infra Management- Oversee daily operations of IT System, including servers, networks, storage, and cloud services.

OSK Holdings Berhad is a conglomerate with diversified business interests in Property Development and Investment, Financial Services, Construction, Industries and Hospitality. Its businesses are conducted via its subsidiaries OSK Property Holdings Bhd, PJ Development Holdings Bhd and OSK Capital Sdn Bhd.

Over the years, OSK Holdings has evolved from a financial services group with a regional presence across ASEAN and Hong Kong into a property and financial services conglomerate with businesses in Malaysia, Vietnam and Australia.

OSK Holdings first started its operations in 1963 as a stock broking company. It subsequently obtained a Universal Broker license in 2001 and was upgraded to an Investment Bank in 2007. In 2012, OSK Holdings sold its investment banking business to RHB Capital Berhad, in a transaction which resulted in OSK Holdings owning approximately 10% of RHB Capital's shares.

In 2015, OSK Holdings Berhad completed the merger exercise with its affiliate companies OSK Property Holdings Berhad and PJ Development Holdings Berhad which resulted in the company owning 99.99% and 89% respectively.

OSK Holdings takes a long term view on all its businesses and seeks to build a dynamic and progressive organisation that is led by people who are of good character, committed and highly skilled in their areas of expertise.

OSK Holdings Berhad is a conglomerate with diversified business interests in Property Development and Investment, Financial Services, Construction, Industries and Hospitality. Its businesses are conducted via its subsidiaries OSK Property Holdings Bhd, PJ Development Holdings Bhd and OSK Capital Sdn Bhd.

Over the years, OSK Holdings has evolved from a financial services group with a regional presence across ASEAN and Hong Kong into a property and financial services conglomerate with businesses in Malaysia, Vietnam and Australia.

OSK Holdings first started its operations in 1963 as a stock broking company. It subsequently obtained a Universal Broker license in 2001 and was upgraded to an Investment Bank in 2007. In 2012, OSK Holdings sold its investment banking business to RHB Capital Berhad, in a transaction which resulted in OSK Holdings owning approximately 10% of RHB Capital's shares.

In 2015, OSK Holdings Berhad completed the merger exercise with its affiliate companies OSK Property Holdings Berhad and PJ Development Holdings Berhad which resulted in the company owning 99.99% and 89% respectively.

OSK Holdings takes a long term view on all its businesses and seeks to build a dynamic and progressive organisation that is led by people who are of good character, committed and highly skilled in their areas of expertise.