L2 Application Support Engineer: RCA & Incident Lead

TG Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

TG Malaysia in Kuala Lumpur seeks a Level 2 Application Support specialist to handle enterprise and customer-facing applications, investigate issues, coordinate incident resolution, and monitor service availability.

The role involves supporting production releases and working with vendors, developers, and infrastructure teams to resolve complex problems, with a focus on RCA and continuous improvement.

Qualifications

• 2-5 years of experience in Application Support (L2) and Production Support.
• Experience supporting enterprise and customer-facing applications.
• Knowledge of incident and problem management processes (ITIL).

Responsibilities

• Provide Level 2 support for enterprise and customer-facing applications.
• Investigate and resolve application, database, and system-related issues.
• Perform impact assessments and coordinate incident resolution activities.
• Monitor application performance and ensure service availability.
• Support production releases, deployments, and change activities.
• Work with vendors, developers, and infrastructure teams to resolve complex issues.
• Lead Root Cause Analysis (RCA) for major and recurring incidents.
• Manage problem records and track corrective actions through closure.
• Identify recurring trends and implement permanent solutions.
• Conduct problem review sessions with internal teams and external vendors.

Skills

SQL Server

MongoDB

.NET Applications

Python Scripting

Incident & Problem Management

Root Cause Analysis

ITIL Processes

Job description

TG Malaysia in Kuala Lumpur seeks a Level 2 Application Support specialist to handle enterprise and customer-facing applications, investigate issues, coordinate incident resolution, and monitor service availability.

The role involves supporting production releases and working with vendors, developers, and infrastructure teams to resolve complex problems, with a focus on RCA and continuous improvement.