Ops Analyst

Infosys (Malaysia) Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

Infosys (Malaysia) Sdn. Bhd. is seeking an IT Application Support Specialist to ensure application stability and timely resolution of incidents in a production environment.

You will monitor systems, handle service requests, and collaborate with cross-functional teams to deliver effective fixes. The role requires 3–5 years of IT production support experience, strong incident and service request management skills, and proficiency with ServiceNow and monitoring tools.

Qualifications

• 3–5 years of experience in IT application production support (L2).
• Hands-on experience in Incident Management, Service Request Management, and Problem Management.
• Experience with ticketing tools such as ServiceNow is mandatory.
• Exposure to application monitoring tools.
• Solid understanding of ITIL processes and best practices.
• Experience in log analysis, troubleshooting, and root cause identification.
• Excellent communication and coordination skills.

Responsibilities

• Provide L2 production support for business-critical applications.
• Resolve incidents and fulfill service requests within SLAs.
• Perform RCA for recurring issues and coordinate with partner teams for preventive actions.
• Ensure high availability and performance of applications.
• Manage incidents, service requests, and problem tickets effectively.
• Use ServiceNow for ticket tracking, prioritization, and updates.
• Coordinate with L1/L3 teams for faster resolution.
• Monitor application health, logs, and system alerts.
• Maintain dashboards and reporting on performance and incident trends.

Skills

Incident Mgmt

Service Req Mgmt

Problem Mgmt

ITIL

Log Analysis

Troubleshooting

Communication

Coordination

Tools

ServiceNow

Monitoring tools

Job description

We are seeking a proactive and detail-oriented IT Application Support Specialist with strong experience in production support, incident management, and service request handling. The ideal candidate will be responsible for ensuring application stability, resolving escalated issues, monitoring systems, and collaborating with cross-functional teams to deliver timely resolutions.

Key Responsibilities:

Production Support

• Provide L2 support for business-critical applications in a production environment
• Handle incident resolution and service request fulfillment within defined SLAs
• Perform root cause analysis (RCA) for recurring issues and coordinate with partner teams for preventive measures
• Ensure high availability and performance of applications
• Manage and resolve incidents, service requests, and problem tickets effectively
• Work hands-on with tools like ServiceNow for ticket tracking, prioritization, and updates
• Categorize and prioritize issues based on severity and business impact
• Coordinate with L1/L3 teams and other stakeholders for faster resolution

Monitoring & Alerts

• Monitor application health, logs, and system alerts using monitoring tools
• Proactively identify issues and take corrective actions before impact occurs
• Maintain dashboards and reporting for system performance and incident trends

Required Skills & Experience:

• 3–5 years of experience in IT application production support (L2 level)
• Strong hands-on experience in Incident Management, Service Request Management, Problem Management
• Experience working with ticketing tools such as ServiceNow (mandatory)
• Exposure to application monitoring tools
• Good understanding of ITIL processes and best practices
• Experience in log analysis, troubleshooting, and root cause identification
• Excellent communication and coordination skill

Requirements

Please see the below requirements given by client:

• Manaing communications between business and vendor and stakeholders
• Create & maintaining docs to support operations