Ops Analyst

Infosys Singapore & Australia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Infosys Singapore & Australia is seeking a proactive IT Application Support Specialist with strong production support, incident management, and service request handling to ensure application stability and timely resolutions.

The role involves monitoring systems, performing RCA for recurring issues, using ServiceNow for ticketing, and collaborating with cross-functional teams to deliver reliable IT services.

Qualifications

• 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.

Responsibilities

• 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
• 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

Skills

Incident Management

Service Request Management

Problem Management

Root Cause Analysis

Monitoring Tools

ITIL

Communication

Tools

ServiceNow

Job description

Job Summary:

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

Incident & Service Management

• 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

Please see the below requirements given by client:

• Incident response Management
• Vendor Relationship Management
• Manaing communications between business and vendor and stakeholders
• Create & maintaining docs to support operations