IT Application Support Engineer

Unison Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading IT service provider in Kuala Lumpur is seeking a qualified professional to provide application delivery support and incident management. Candidates should have a strong background in Java, .Net, and SQL databases. Responsibilities include designing support processes using ITIL, communicating with internal stakeholders, and ensuring compliance with operational procedures. The ideal candidate will participate in planning changes and enhancements while adhering to Agile methodologies.

Qualifications

• Good technical background on Java, .Net and other programming languages.
• Proficient in database management systems like MSSQL, MySQL, and Oracle.
• Strong knowledge in API and web services integrations.

Responsibilities

• Provide application delivery support to meet global business needs.
• Triage incidents and prioritize issues based on urgency.
• Design support processes following ITIL best practices.
• Communicate with stakeholders to resolve incidents swiftly.
• Monitor application service level compliance and mitigate risks.

Skills

Java

.Net

MSSQL

MySQL

Oracle

API

Webservices

Agile methodology

SQL Query

PLSQL

Job description

Responsibilities

• Providing application delivery support to meet business need global/regional based.
• Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
• Design and implementation of support processes using ITIL best practices.
• Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries

Requirements

• Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.
• Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
• Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
• Adhere to compliance policies and enforce operation procedure
• Drive for operational excellence of business-as-usual processes.
• Provide regular and accurate reports to stakeholders as appropriate
• Prepare achievable/improvement plans and track activities schedule
• Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Participate in the planning and coordination of regular product releases/enhancement
• Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
• Identifying, assessing and managing risks to the success of business-as-usual processes.
• Participate in the planning and coordination of quarterly product releases for our customer base.
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Liaise with the various local and international support groups for Incident and Request Tasks escalation
• Act as incident manager and communicate outages to respective stake holders and management
• Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
• Good technical background on Java, .Net and any other software / programming languages.
• Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc.
• Good knowledge in API, webservices and other integrations technologies.
• Advanced and depth knowledge in SQL Query / PLSQL
• Understand either practice or adopting Agile methodology and understand of Scrum methodology.
• Some understand and adopting cloud computing (Azure) / solutioning