L1 Application Support

Ideal Reliance

Kuala Lumpur

On-site

MYR 78,000 - 123,000

Full time

4 days ago

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Benefits offered by this job

Medical and Hospitalisation Leave

EPF

SOCSO

EIS

Medical Insurance

Annual Leave

5 Working Days

Job summary

Jora Malaysia is seeking an experienced IT support professional for an Application L1 support role based in Jalan Tun Razak, Kuala Lumpur. The contract spans 12 months with 24x7 coverage and requires 4–6 years of relevant experience.

Applicants should have a Bachelor's degree in CS or IS, scripting, and skills in MySQL/Oracle DB, Linux, Windows, web servers, and Dynatrace, with duties including health checks, monitoring, incident triage, batch operations, and service desk support.

Qualifications

Bachelor's degree in CS or information systems or equivalent work experience.
Minimum 4-6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role.
Experience with system monitoring tools and troubleshooting techniques.
Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Responsibilities

Perform Application Daily Health Check.
Application performance monitoring/Event management using Dynatrace tool.
Perform first contact resolution (FCR) for specific Request or Incident if applicable.
Incident triage and logging application issue via SNOW and route it to the proper technical resolving team.
Initial assessment of service Requests and Incidents including update of details of the requests in the SNOW ticket system.
Ensure completeness of information when issues are logged to facilitate investigation and resolution.
Monitor status until closure of Request or Incident in the SNOW ticket system.
Prepare accurate and timely report (scheduled and ad hoc requests).
SOP-based troubleshooting & resolution of Incident or Request.
Perform post production implementation verification.
Monitor the status of the Application BAU requests including Data Extract, Data/Reference Setup, and other BAU requests.
Develop and maintain documentation (e.g. ASC L1 operation manual, SOP, KT doc).
Support Service Desk activities
Batch monitoring and operation: execute batch jobs, ensure timing and sequence, monitor status, escalate issues, update records.

Skills

Scripting knowledge

Education

Bachelor's degree in computer science or information systems

Tools

MySQL

Oracle DB

Linux

Windows

Dynatrace

Web servers

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Bachelor's degree, preferably in computer science or information systems, or equivalent work experience

Minimum 4 - 6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role

Experience with system monitoring tools and troubleshooting techniques.

Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Type: Contract

Contract Duration: 12- months

Total headcount : 3 headcounts (to support both MY & ID region)

Working hours: 24x7 (Two days off per week are not fixed and will be determined based on the work schedule assigned to the contractor.)

Requirements:

Bachelor's degree, preferably in computer science or information systems, or equivalent work experience
Minimum 4 - 6 years experiences in Application level 1 support and/or batch operation and/or Service Desk support or similar role
Experience with system monitoring tools and troubleshooting techniques.
Technical skills: Scripting knowledge / MYSQL/ORACLE DB/ Linux / Window / Any Other Web Servers / Dynatrace.

Additional Details:

Location: Jalan Tun Razak, Kuala Lumpur
Type: Contract
Contract Duration: 12- months
Salary: Negotiable depending on experiences
Total headcount : 3 headcounts (to support both MY & ID region)
Working hours: 24x7 (Two days off per week are not fixed and will be determined based on the work schedule assigned to the contractor.)

Key Responsibilities:

Perform Application Daily Health Check.
Application performance monitoring/Event management using Dynatrace tool.
Perform first contact resolution (FCR) for specific Request or Incident if applicable.
Incident triage and logging application issue via SNOW and route it to the proper technical resolving team.
Initial assessment of service Requests and Incidents including update of details of the requests in the SNOW ticket system.
Ensure completeness of information (i.e. description of issues, screenshots, etc) when issues are logged in order to facilitate investigation and resolution of concerns.
Monitor status until closure of Request or Incident in the SNOW ticket system.
Prepare accurate and timely report (scheduled and ad hoc requests).
SOP-based troubleshooting & resolution of Incident or Request.
Perform post production implementation verification.
Monitor the status of the Application BAU requests which covers the following:
- Ad-hoc Data Extract.
- Data/Reference Setup (SOP based).
- Inquiries and other BAU request related to any Business Application.
Develop and maintain documentation (e.g. ASC L1 operation manual, SOP, KT doc etc)
Support Service Desk activities
Batch monitoring and operation which covers the following:
- Execute batch job as per the job task sheets.
- Ensure all the batch jobs are executed from agreed start date/time and in correct sequence.
- Monitor the batch process status and ensure all jobs are completed without any error and within agreed timeline/duration.
- Escalate batch process issue to relevant support team for further investigation and next steps.
- Update and maintain the batch process records.