L2 Application Support Engineer for Platform Reliability

USER Experience Researchers; Cyberjaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

USER Experience Researchers seeks an Application Support Engineer in Cyberjaya, Malaysia to provide Level 2 support and ensure the stability of the client's enterprise integration platform. You will monitor performance, troubleshoot complex issues, and collaborate with engineering, infrastructure, and vendors to drive timely resolutions.

The role emphasizes proactive monitoring, documenting procedures, and maintaining SLAs, with a focus on platform availability and continuous improvement of

Qualifications

• Experience providing Level 2 support for enterprise integration platforms.
• Strong debugging and troubleshooting skills across middleware and integration patterns.

Responsibilities

• Provide Level 2 (L2) support for the client's enterprise integration platform and related applications.
• Perform proactive and reactive platform monitoring to ensure high availability and uninterrupted service continuity.
• Monitor system performance, manage error rates, and perform performance tuning where required.
• Provide advanced troubleshooting for complex technical issues across the client's integration platform.
• Conduct in-depth root cause analysis (RCA) and collaborate with engineering teams to implement timely and sustainable resolutions.
• Work closely with developers, infrastructure teams, and third-party vendors to define and optimize integration patterns.
• Maintain accurate and up-to-date technical documentation, operational procedures, and support knowledge base.
• Ensure all incidents, service requests, and operational activities are completed within agreed Service Level Agreements (SLAs).
• Drive continuous improvement initiatives to enhance platform stability, reliability, and operational excellence.

Skills

L2 support

Platform monitoring

Performance tuning

Root cause analysis

Documentation

Cross-functional collaboration

Tools

IBM WebSphere MQ

webMethods

Apigee

Axway

GXS

IBM WebSphere

ITX 10 (Transform Extender)

Job description

USER Experience Researchers seeks an Application Support Engineer in Cyberjaya, Malaysia to provide Level 2 support and ensure the stability of the client's enterprise integration platform. You will monitor performance, troubleshoot complex issues, and collaborate with engineering, infrastructure, and vendors to drive timely resolutions.

The role emphasizes proactive monitoring, documenting procedures, and maintaining SLAs, with a focus on platform availability and continuous improvement of