L2 Production Support Lead

Bestinet; Sepang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading IT company in Malaysia is looking for an L2 Production Support Lead to manage Level 2 support for critical applications and systems. This role involves leading a team, ensuring system performance, and collaborating with cross-functional teams to resolve issues. Ideal candidates will have significant experience in IT support, especially in overseeing production environments.

Qualifications

• 5+ years in IT support/production support roles.
• 2+ years in a lead role.
• Strong skills in application, database, and infrastructure troubleshooting.

Responsibilities

• Lead and mentor a team of L2 support engineers.
• Manage incident ticket queues and ensure timely resolution.
• Monitor and resolve system issues in production environments.

Skills

Troubleshooting

Collaboration

Stakeholder Management

Education

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

Splunk

AppDynamics

Dynatrace

Job description

We are seeking a highly skilled and proactive L2 Production Support Lead to manage and coordinate Level 2 support for mission-critical applications and systems. This role is responsible for ensuring the availability, stability, and performance of production environments by leading a team of support engineers, managing incidents, and collaborating with cross functional teams.

Key Responsibilities:

o Lead and mentor a team of L2 support engineers.

o Manage ticket queues, assign tasks, and ensure timely resolution of incidents and service requests.

o Provide technical guidance and oversight during critical issues and escalations.

• Incident & Problem Management:

o Monitor, investigate, and resolve application/system issues in production environments.

o Perform root cause analysis and ensure permanent fixes are implemented.

o Collaborate with L1, L3, DevOps, and development teams to resolve complex problems.

o Develop and maintain standard operating procedures (SOPs) and knowledge base articles.

o Participate in system maintenance, upgrades, and deployment support.

o Drive process improvements and automation initiatives to enhance support efficiency.

o Serve as the point of contact for business users and stakeholders for L2 issues.

o Provide regular updates on issue status, system health, and ongoing incidents.

o Escalate critical incidents appropriately and ensure timely communication.

o Use monitoring tools to proactively identify and address issues.

o Generate and analyze support metrics and KPIs to improve service quality

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 5+ years of experience in IT support or production support roles, with at least 2+ years in a lead role

• Strong troubleshooting skills in application, database, and infrastructure layers.

• Proficient in tools such as ServiceNow, Splunk, AppDynamics, Dynatrace, etc.

• Experience with Linux/Unix, SQL, scripting (e.g., Shell, Python), and cloud platforms (AWS, Azure, GCP).

• Solid understanding of ITIL processes (Incident, Problem, Change Management).

• Strong communication, collaboration, and stakeholder management skills.

Preferred Qualifications:

• Experience in Agile or DevOps environments.

• Familiarity with CI/CD tools and modern observability stacks

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Your application will include the following questions:

What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Production Support Lead? How many years' experience do you have as a Production Support Developer? Which of the following programming languages are you experienced in? How many years' experience do you have as a Unix Consultant? How many years' experience do you have as a SQL Developer?

Human Resources & Recruitment 11-50 employees

Bestinet is an IT company capable of delivering technologically innovative, client-centric and comprehensive enterprise solutions for the government, cross-border IT solutions, applications and infrastructure setup.

We at Bestinet engage on complex challenges and transform them into simple, streamlined and intuitive applications. Our global expertise and regional ingenuity allows us to think ahead of the curve in delivering custom-specific, demanding solutions to our clients. Since our inception in 2008, we have continuously been involved in conceptualizing, developing and integrating end-to-end IT solutions. We are committed in our endeavour to deliver and exceed our clients’ needs.

Our clients benefit from our near compulsive yearning to be at the leading-edge of new technologies and innovations. We are quick to adapt the latest techniques and emulate the current user trends, ensuring our clients enjoy only the best possible solutions. Clients are also treated as strategic partners, where they are involved in the decision-making process every step of the way.

Our management team comprise of distinguished individuals who have vast experience across various industries, sectors and have excelled in their work. Our technology team is made up of a dedicated group of people with outstanding domain and varied technology skill sets, driven by high levels of professionalism and passion. For Bestinet, the best is yet to come. Our journey has just begun and we believe that the future holds many opportunities and successes, and we believe in collaborative partnerships.

Bestinet is founded by people who have experience in running large organization in Malaysia and Asia. In line with our expansion plans in the Asian region, we invite highly motivated, business minded IT professionals to join our team and become the key IT support to drive the strategic and commercial growth agenda of the Group.

Bestinet is an IT company capable of delivering technologically innovative, client-centric and comprehensive enterprise solutions for the government, cross-border IT solutions, applications and infrastructure setup.

We at Bestinet engage on complex challenges and transform them into simple, streamlined and intuitive applications. Our global expertise and regional ingenuity allows us to think ahead of the curve in delivering custom-specific, demanding solutions to our clients. Since our inception in 2008, we have continuously been involved in conceptualizing, developing and integrating end-to-end IT solutions. We are committed in our endeavour to deliver and exceed our clients’ needs.

Our clients benefit from our near compulsive yearning to be at the leading-edge of new technologies and innovations. We are quick to adapt the latest techniques and emulate the current user trends, ensuring our clients enjoy only the best possible solutions. Clients are also treated as strategic partners, where they are involved in the decision-making process every step of the way.

Our management team comprise of distinguished individuals who have vast experience across various industries, sectors and have excelled in their work. Our technology team is made up of a dedicated group of people with outstanding domain and varied technology skill sets, driven by high levels of professionalism and passion. For Bestinet, the best is yet to come. Our journey has just begun and we believe that the future holds many opportunities and successes, and we believe in collaborative partnerships.

Bestinet is founded by people who have experience in running large organization in Malaysia and Asia. In line with our expansion plans in the Asian region, we invite highly motivated, business minded IT professionals to join our team and become the key IT support to drive the strategic and commercial growth agenda of the Group.

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