IT Production Support Analyst – Incident & Monitoring

Infosys (Malaysia) Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Infosys (Malaysia) Sdn. Bhd. is seeking an IT Application Support Specialist to ensure application stability and timely resolution of incidents in a production environment.

You will monitor systems, handle service requests, and collaborate with cross-functional teams to deliver effective fixes. The role requires 3–5 years of IT production support experience, strong incident and service request management skills, and proficiency with ServiceNow and monitoring tools.

Qualifications

• 3–5 years of experience in IT application production support (L2).
• Hands-on experience in Incident Management, Service Request Management, and Problem Management.
• Experience with ticketing tools such as ServiceNow is mandatory.
• Exposure to application monitoring tools.
• Solid understanding of ITIL processes and best practices.
• Experience in log analysis, troubleshooting, and root cause identification.
• Excellent communication and coordination skills.

Responsibilities

• Provide L2 production support for business-critical applications.
• Resolve incidents and fulfill service requests within SLAs.
• Perform RCA for recurring issues and coordinate with partner teams for preventive actions.
• Ensure high availability and performance of applications.
• Manage incidents, service requests, and problem tickets effectively.
• Use ServiceNow for ticket tracking, prioritization, and updates.
• Coordinate with L1/L3 teams for faster resolution.
• Monitor application health, logs, and system alerts.
• Maintain dashboards and reporting on performance and incident trends.

Skills

Incident Mgmt

Service Req Mgmt

Problem Mgmt

ITIL

Log Analysis

Troubleshooting

Communication

Coordination

Tools

ServiceNow

Monitoring tools

Job description

Infosys (Malaysia) Sdn. Bhd. is seeking an IT Application Support Specialist to ensure application stability and timely resolution of incidents in a production environment.

You will monitor systems, handle service requests, and collaborate with cross-functional teams to deliver effective fixes. The role requires 3–5 years of IT production support experience, strong incident and service request management skills, and proficiency with ServiceNow and monitoring tools.