IT Support Engineer

Tata Consultancy Services; Penang; On-site; MYR 45,000 - 89,000; Full time

Job summary

Tata Consultancy Services Limited APAC in Malaysia (Penang) is seeking a capable L1/L2 support professional to handle TPS applications across our global footprint. The role emphasizes incident management, rapid troubleshooting, and end-to-end ticket ownership.

You will contribute to knowledge management and continuous improvement within a security-conscious environment. Join us to drive operational excellence, meet SLAs, and collaborate with cross-functional teams to deliver reliable technology

Qualifications

• Provide L1/L2 support for TPS applications across the global footprint.
• Troubleshoot, resolve, or route incidents per defined SLAs.
• Maintain end-to-end ownership of tickets through closure and documentation.
• Create, update, and use knowledge articles, SOPs, and runbooks.

Responsibilities

• Receive, acknowledge, classify, prioritize, troubleshoot, and route incidents per procedures.
• Achieve high first-contact resolution using approved knowledge articles and tools.
• Perform functional/technical triage, reproduce issues, collect evidence, escalate when needed.
• Maintain tickets from opening to resolution, with follow-ups and customer confirmation.
• Contribute to knowledge and documentation for ongoing improvements.

Skills

Customer support

Incident management

Troubleshooting

Communication

Tools

ServiceNow

SOPs

Knowledge base

Runbooks

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

Provide front-line L1 and L2 operational support for TPS applications and products across the supported global footprint.

• Receive, acknowledge, classify, prioritize, troubleshoot, resolve, or route incidents and service requests in accordance with defined procedures and SLAs.
• Achieve high first-contact resolution by using approved knowledge articles, SOPs, runbooks, checklists, and diagnostic tools.
• Perform functional and technical triage, reproduce issues where feasible, collect relevant evidence, and engage the appropriate resolver group when escalation is required.
• Maintain end-to-end ownership of assigned tickets through closure, including follow-up, validation, customer confirmation, and complete resolution documentation.

Incident, Problem, and Major Incident Management

• Monitor priority queues and ensure timely response and resolution for I1-I4 incidents based on the applicable service levels.
• For major incidents, promptly join or coordinate the support bridge, provide internal updates, capture timelines and actions, and support technical diagnosis and recovery activities.
• Identify repeat incidents and problem candidates; contribute to root-cause analysis, corrective actions, preventive actions, and knowledge creation.
• Apply approved Awaiting Information or pending states correctly and record supporting details in ServiceNow.

Knowledge and Operational Documentation

• Create, update, and use knowledge articles, SOPs, runbooks, work instructions, checklists, troubleshooting guides, and shift handover notes.
• Participate in knowledge-transfer sessions, shadow and reverse-shadow activities, assessments, and transition exit criteria.
• Ensure operational documentation remains accurate, reusable, and aligned with the approved support model.

Service Governance and Continuous Improvement

Support monthly SLA/KPI reporting using live ServiceNow data and maintain data quality required for accurate measurement.

• Contribute to improvements in First Call Resolution, CSAT, response and resolution compliance, backlog health, and mean time to resolve.
• Identify opportunities for ticket deflection, self-service, workflow improvement, monitoring, and L1/L2 automation, subject to governance and security requirements.
• Comply with customer security, data-protection, confidentiality, and operational policies.

Thank you for your interest in applying for this position with TCS. We will review your application and will get back to you if we are considering your interest in this opportunity.