IT Support Officer - IT Delivery (Application Management)

Malaysia Airports Berhad; Selangor; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Support Officer to ensure the seamless operation of check-in systems and self-service bag drop solutions. This role involves monitoring system performance, providing technical support, and conducting maintenance to uphold high serviceability standards. The ideal candidate will possess strong teamwork skills and a solid understanding of cybersecurity best practices, particularly in airport IT environments. Join this dynamic team to contribute to continuous improvement and ensure compliance with aviation regulations while enhancing customer satisfaction.

Qualifications

• Diploma in Computer Science or IT is preferred.
• Knowledge of cybersecurity best practices is essential.

Responsibilities

• Monitor and maintain performance of check-in systems and kiosks.
• Conduct routine maintenance and troubleshoot hardware/software faults.
• Ensure compliance with aviation safety regulations and cybersecurity standards.

Skills

Team player with minimal supervision

Experience working in cross-functional teams

Knowledge of cybersecurity best practices

Ability to liaise with third-party providers

Education

Diploma in Computer Science or Information Technology

Job description

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IT Support Officer - IT Delivery (Application Management)

Job Description

POSITION GENERAL SUMMARY

To perform IT application support and maintenance services for Check-in Systems (CUPPTS, CUSS, and related components) and Self Service Bagdrop (SSBD) to ensure high system serviceability and availability.

ESSENTIAL POSITION FUNCTIONS

1. System Monitoring & Support
   - Monitor and maintain the performance of check-in systems, kiosks, airline DCS (Departure Control Systems), and SSBD systems.
   - Provide first and second-level support to resolve technical issues promptly.
   - Coordinate with business owners, vendors, and airlines to ensure continuous system operation.
2. Maintenance & Troubleshooting
   - Conduct routine corrective and preventive maintenance, including updates for kiosks, printers, scanners, and bag-drop mechanisms.
   - Diagnose hardware and software faults, replace faulty parts, or coordinate with service providers.
3. System Integration & Deployment
   - Support system upgrades, testing, and deployment of new check-in or baggage processing solutions.
   - Collaborate with airline IT teams during DCS integrations or check-in system onboarding.
4. Documentation & Reporting
   - Maintain accurate records of incidents, system performance logs, maintenance activities, and root cause analyses.
   - Report system uptime, downtime, and SLA compliance to management.
5. Compliance & Safety
   - Ensure all systems comply with aviation safety regulations, airport authority policies, and cybersecurity standards.
   - Participate in audits and risk assessments related to check-in and baggage systems.
6. Ensure the availability and serviceability of supported systems for high performance.
7. Be available on standby as required.
8. Contribute to problem management and improvement programs for identified system issues.
9. Assist with system performance analysis for continuous improvement and problem prevention.
10. Participate in handover processes for support acceptance.
11. Understand business processes and system design, including configuration and operation principles of hardware and software modules.
12. Handle ad-hoc assignments related to system activities as instructed by superiors.
13. Identify areas for system improvement or upgrades.
14. Participate in requirement analysis for change requests or new system requirements.
15. Maintain good teamwork and personal relationships within the IT division.
16. Manage customer and top management expectations.
17. Work beyond usual control areas to enhance overall device and system performance.

Skills

• Team player with minimal supervision
• Experience working in cross-functional teams for system implementations
• Knowledge of cybersecurity best practices, especially in airport IT environments
• Ability to liaise effectively with third-party system providers

Education

External

• Diploma preferably in Computer Science or Information Technology

Relevant Industries

External

• At least 3 principals involved
• CGPA > 2.8

Additional Information

Open to Malaysian citizens only.
Only online applications will be considered.
Applications should be submitted by 13 May 2025.
Only shortlisted candidates will be notified.