Executive, Application Support Specialist

Malaysian Communications and Multimedia Commission; Cyberjaya; On-site; MYR 45,000 - 60,000; Full time

Job summary

A leading organization is seeking an Application Support and Projects Specialist in Cyberjaya. The individual will manage application support tasks, liaise with vendors, and oversee system enhancement projects while ensuring compliance with service level agreements. Candidates must hold a Bachelor’s degree and have relevant experience in technical support, incident management, and cloud platforms.

Qualifications

• Up to 4 years experience in technical support and incident management.
• Hands-on experience with databases and cloud platforms.
• Knowledge of system architecture and application performance monitoring.

Responsibilities

• Provide Level 2 support for applications, ensuring compliance with SLAs.
• Communicate with vendors and manage system enhancement projects.
• Track and ensure software license compliance.

Skills

Problem-solving

Critical thinking

Communication

Education

Bachelor's Degree in Technology

Tools

MySQL

AWS

Azure

ServiceNow

Job description

Job Summary

The Application Support and Projects Specialist is responsible for ensuring the seamless operation of new and existing applications by managing incidents, service requests, and change requests. This role involves tracking and ensuring compliance with service level agreements (SLAs), liaising with vendors, and managing system enhancement projects. The specialist will play a key role in maintaining application uptime, improving support processes, and ensuring license and subscription compliance, all while providing excellent service and fostering continuous improvement in the organization's application landscape.

Job Responsibilities

1. Application Support: Provide day-to-day Level 2 support for existing applications, ensuring timely resolution of incidents, service requests, and change requests in alignment with SLAs (response time, resolution time, service fulfilment period, application availability, etc.), as well as during Disaster Recovery;
2. Vendor Liaison: Communicate and work closely with vendors to ensure applications are functioning as expected and escalate issues when necessary;
3. Service Level Management: Track, monitor, and ensure compliance with SLAs, ensuring prompt response and resolution times for any incidents and requests;
4. Operations Review: Participate in operational review meetings to analyze aging incidents and provide solutions to address outstanding tickets;
5. License and Subscription Compliance: Ensure all software licenses and subscriptions are up to date and compliant with organizational standards;
6. Continuous Improvement: Identify and propose improvements to existing support processes and solutions to enhance efficiency and user satisfaction;
7. Project Management: Manage and oversee system enhancement projects, ensuring they are completed on time and meet organizational requirements and standards;
8. Deploy applications across multiple environments (dev, staging, production) using Cl/CD pipelines, automation tools, and version control to ensure seamless and efficient releases

Qualification & Work Experience

1. Candidate must possess at least a Bachelor's Degree in Technology or a related field.
2. To up four years of experience in:

• technical support
• incident management or service desk operations
• managing small projects or contributing to system enhancements, especially in a team environment
• Hands-on experience (even through personal projects, internships, or coursework) with databases (e.g., MySQL, SQL Server, PostgreSQL)
• Operating Systems and Networking
• cloud platforms like AWS, Azure, or Google Cloud
• problem-solving, critical thinking, and communication skills

Technical Competencies

1. Proficiency in managing various database systems, such as MySQL, PostgreSQL, Oracle, SQL Server, MongoDB, Cassandra, etc.
2. Advanced knowledge of SQL (Structured Query Language) for querying and troubleshooting
3. Knowledge on system architecture, requirements, and environment setup
4. Familiarity with tools for monitoring application performance (e.g., Site24x7, Manage Engine, or Dynatrace)
5. Experience with ticketing systems (e.g., ServiceNow, IVANTI or Symphony Al) for managing support requests and incidents
6. Basic knowledge of operating systems and their interaction with applications (e.g., configuring permissions, understanding logs)
7. Understanding of basic networking concepts like IP addressing, DNS, HTTP/HTTPS, and TCP/IP
8. Basic scripting skills for automating repetitive tasks or processing logs
9. Familiarity with cloud platforms
10. Understanding of cloud storage, compute services, and basic troubleshooting in a cloud environment
11. Familiarity with version control tools to manage code versions contributing to application or system code
12. A foundational understanding of web technologies for supporting web-based applications
13. Knowledge of remote access tools (e.g., SSH, RDP) for troubleshooting or performing support tasks on remote systems.
14. Understanding of basic security concepts, including encryption, access control, and patch management, especially when supporting enterprise applications.

Behavioral Competencies

1. Ability to work independently and as part of a team, demonstrating strong collaboration and communication skills
2. Strong problem-solving skills with the ability to think logically and analytically
3. Excellent attitude with a focus on providing excellent service to users
4. A self-starter with a willingness to learn new technologies and processes
5. Strong organizational skills with the ability to prioritize tasks and manage time effectively

Candidate must be willing to work in Cyberjaya.

Permanent position.