Global Application Support Engineer & Incident Lead

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

Job summary

Chubb External is seeking an IT application support professional in Kuala Lumpur to triage incidents, coordinate changes, and ensure timely resolutions. You will work with regional/global teams, maintain governance, and drive release planning to improve stability.

Responsibilities include incident management, root cause analysis, and delivering regular reports while adhering to compliance and audit requirements. This role emphasizes agile-aligned support processes and knowledge transfer.

Qualifications

• Experience delivering application level support and incident management.
• Familiarity with ITIL processes and governance.
• Exposure to production release planning and change control.
• Strong communication with internal stakeholders.

Responsibilities

• Provide, improve, and enhance stability of supported IT applications to business operations.
• Monitor service levels and assist in risk reduction and mitigation planning.
• Close tickets with documented lessons learned and knowledge transfer.
• Coordinate changes, fixes, and regression testing for production.
• Participate in quarterly product releases and enhancements.
• Liaise with regional/global support groups for incident escalation.
• Maintain ServiceNow ticketing system and guidelines.

Skills

Incident management

ITIL

ServiceNow

Change management

Release planning

Stakeholder comms

Root cause analysis

Regression testing

Operational excellence

Coordination

Tools

ServiceNow

ITIL framework

Job description

Chubb External is seeking an IT application support professional in Kuala Lumpur to triage incidents, coordinate changes, and ensure timely resolutions. You will work with regional/global teams, maintain governance, and drive release planning to improve stability.

Responsibilities include incident management, root cause analysis, and delivering regular reports while adhering to compliance and audit requirements. This role emphasizes agile-aligned support processes and knowledge transfer.