L2 Support Analyst: Incident & System Health

ISI Markets; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Job summary

ISI Markets in Kuala Lumpur, Malaysia is seeking a competent L2 Technical Support engineer to assist users with application issues, troubleshoot from logs, and participate in incident management. You will work with BA/PO, Engineering/IT teams to resolve problems, monitor system health, and perform data patching under governance while ensuring data integrity.

Strong DB skills and Linux/AWS familiarity preferred.

Qualifications

• Degree in Computer Science/Information Technology/Software Engineering or related IT fields with strong database background is preferred.
• 1+ year of experience in a similar or closely related role.
• Strong MySQL and MongoDB experience.
• Excellent analytical and problem-solving skills; strong communication abilities.

Responsibilities

• Provide L2 technical support to users on any application related issues.
• Troubleshooting and resolving issues in a timely manner, through detailed investigations of system/application-level logs.
• Participate in Incident Management and carry out Root Cause Analysis especially on High Severity incidents.
• Collaborate with other teams such as BA/PO & Engineering/IT to resolve any issues raised by users.
• Monitor system health and key application, database, infrastructure, and downstream service metrics, and promptly identify, investigate, and elevate potential issues.
• Under strict Governance with proper controls in place, perform data patching activities based on user request while also ensuring data integrity and quality are in place.
• Report generation as required by end users.
• Documenting support procedures/lessons-learnt which can be used to improve supportability & operability.

Skills

Analytical skills

Communication skills

SOP familiarity

Windows/MS Office

Python basics

Patch management

Support experience

Education

Degree in CS/IT/Software Eng

Tools

MySQL

MongoDB

Linux

AWS

Job description

ISI Markets in Kuala Lumpur, Malaysia is seeking a competent L2 Technical Support engineer to assist users with application issues, troubleshoot from logs, and participate in incident management. You will work with BA/PO, Engineering/IT teams to resolve problems, monitor system health, and perform data patching under governance while ensuring data integrity.

Strong DB skills and Linux/AWS familiarity preferred.