Product Support

OSK Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

OSK Group is seeking a competent Application Support specialist to provide first- and second-level support for business systems and enterprise applications, ensuring daily operations run smoothly.

You will troubleshoot issues, coordinate with IT teams, vendors, and developers, and participate in rollout, upgrades, and lifecycle management of assigned apps. A Bachelor's degree and 3–5 years in similar roles are required.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Business Information Systems, Information Systems Management, or a related discipline.
• Minimum 3-5 years of experience in application support, product support, enterprise application support, system implementation, system rollout, user support, testing, vendor coordination, or related IT operations roles.
• Good understanding of application support, software development lifecycle, IT service management, change management, incident management, problem management, release management, user access administration, testing processes, and operational support for business-critical systems.

Responsibilities

• Provide first- and second-level application support for assigned business systems and enterprise applications to ensure users can perform daily operations effectively.
• Troubleshoot issues, coordinate timely resolution with IT teams, developers, vendors, or partners.
• Participate in implementation, rollout, enhancement, upgrade, and lifecycle management of applications.
• Coordinate and support testing (SIT/UAT/ regression) and post-release verification with teams.
• Gather user requirements and work with stakeholders to propose practical improvements.
• Monitor availability, performance, and data quality; escalate risks and issues as needed.
• Maintain documentation, guides, logs, and handover materials.
• Follow IT service management, security, change and release management, DR/BC, and compliance procedures.

Skills

Application support

ITSM

Change management

Incident management

Problem management

Release management

User access administration

Testing processes

Operational support

Education

Bachelor's Degree in IT / Computer Science / Software Engineering or related discipline

Tools

SQL

APIs

Microsoft 365

Job description

Provide first- and second-level application support for assigned business systems and enterprise applications to ensure users are able to perform daily business operations effectively.

Troubleshoot application issues, system errors, access problems, interface failures, data discrepancies, user-reported incidents, and recurring operational problems, and coordinate timely resolution with internal IT teams, application developers, vendors, or implementation partners.

Participate in the implementation, rollout, enhancement, upgrade, and lifecycle management of assigned applications, including requirement clarification, system configuration support, data preparation, migration support, cutover coordination, go-live support, and post-implementation hypercare.

Coordinate and support System Integration Testing, User Acceptance Testing, regression testing, and post-release verification by preparing test scenarios, tracking defects, validating fixes, capturing user feedback, and ensuring issues are resolved before production deployment.

Gather and analyse user requirements, process pain points, enhancement requests, and operational support needs, and work with business users, process owners, developers, vendors, and project teams to propose practical solutions and improvement actions.

Monitor application availability, system performance, interface status, recurring incidents, and data quality for supported applications, and escalades risk, dependencies, unresolved issues, or service disruptions to the appropriate IT or management stakeholders.

Maintain proper documentation and knowledge management for supported systems, including system overviews, user guides, support procedures, troubleshooting guides, configuration records, test results, issue logs, vendor contacts, release notes, operational procedures, and handover documents.

Follow IT service management, security, application access, change management, release management, disaster recovery, business continuity, audit, and compliance procedures to ensure supported applications are properly controlled, supported, and continuously improved.

Required Qualifications & Experience

Bachelor's Degree in Information Technology, Computer Science, Software Engineering, Business Information Systems, Information Systems Management, or a related discipline.

Minimum 3-5 years of experience in application support, product support, enterprise application support, system implementation, system rollout, user support, testing, vendor coordination, or related IT operations roles.

Good understanding of application support, software development lifecycle, IT service management, change management, incident management, problem management, release management, user access administration, testing processes, and operational support for business-critical systems.

Working knowledge of enterprise applications and business processes, including business workflow, system configuration, user roles, data entry, transaction processing, reporting, approval workflows, and operational support requirements.

Basic knowledge of SQL and database queries, web-based applications, APIs and system integration, application servers, cloud or SaaS applications, Microsoft 365 or enterprise applications, and application security concepts.

Experience with ticketing or service desk systems, system documentation, user guides, test cases, issue logs, release notes, vendor support cases, and knowledge base maintenance will be an added advantage.

Service-oriented, analytical, and business-focused approach, with the ability to work closely with business users, process owners, IT teams, application developers, vendors, and implementation partners to deliver reliable system support and continuous improvement.