L2 Application Support Engineer

Sperton Global AS; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Sperton Global AS in Malaysia is seeking an Enterprise domain support specialist to provide proactive, timely IT support to users in the Enterprise domain space. You will follow standard Incident Management workflows, log tickets, and broadcast quality issue emails to stakeholders.

The role also involves Change Control for application releases and collaboration with Development for impact analysis and validation of fixes.

Qualifications

• 5+ years hands-on support experience in banking or enterprise IT.
• Experience with MS Windows, Unix, Oracle, MS SQL Server, Java.
• Exposure to SharePoint, BMC Remedy, and Control-M is a plus.

Responsibilities

• Work in the Enterprise domain support team and provide proactive, timely IT support.
• Log incidents promptly and follow Change Management processes.
• Participate in and support application releases and rollouts.
• Collaborate with Development to gather requirements and assess impact.
• Validate fixes or enhancements to ensure problems are resolved.
• Participate in DR/BCM activities and infrastructure upgrades.
• Use knowledge bases and resources to aid in problem resolution.
• Troubleshoot 2nd level issues and identify root causes with IT teams.
• Bridge communication between Users and Development with regular updates.
• Escalate issues when code changes are required and track fixes into Production.
• Serve as gate keeper for Production environment changes and monitor risks.
• Support testing to ensure quality fixes are deployed to Production.
• Identify areas to reduce support volume and improve monitoring.

Skills

Incident management

Change management

Root cause analysis

2nd line support

Stakeholder communication

Tools

MS Windows

Unix

Oracle

MS SQL Server

Java

SharePoint

BMC Remedy

Control-M

Job description

Job Responsibilities:

• Work in the Enterprise domain support team; provide proactive, timely, effective and efficient support to the users in the Enterprise domain space
• Adopt standard Incident Management workflow and processes, i.e. logging incident tickets in a timely manner, following proper Change Management processes, and broadcasting quality issue/impact emails to stakeholders
• Embrace standard Change Control Management practices, procedures and guidelines for application releases and roll-outs
• Participate and collaborate with the Development team in requirements gathering, clarifications, and analyse impact on issues or users’ requirements
• Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved
• Participate in annual DR/BCM activities or infrastructure-related upgrades
• Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams
• Be the important bridge between Users and Development team and provide regular updates to all relevant parties
• Articulate and elevate the support issues with detailed investigation/ findings to the Development team if it requires any code change
• Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production
• Be the main gate keeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes
• Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users
• Participate in testing to ensure that only quality defect fixes are rolled out into Production environment
• Identify areas of improvement to drive down the support volume
• Perform system monitoring and set up alerts to improve incident resolution times
• Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.
• Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders.
  

Job Requirements:

• At least 5years of hands-on support experience in bank, preferably supporting RPA apps such as Blue Prism, Microsoft SharePoint, BMC Remedy, K2 software.
• Experience in working with some of these technical platforms or programming languages – MS Windows, Unix, Oracle, Microsoft IIS, MS SQL Server, Java, Control-M and Scripting - is a plus