L1/L2 IT Support Engineer – ServiceNow & Incident Mgmt

Tata Consultancy Services Limited

Penang

On-site

MYR 45,000 - 89,000

Full time

5 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

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.