Senior Application Support Engineer

Srpailabs.com; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jora Malaysia is seeking a Senior Application Support Engineer to ensure the stability and performance of critical applications in Kuala Lumpur. The role emphasizes production support, incident management, RCA, and cross-functional collaboration with developers, infrastructure teams, and vendors.

The ideal candidate holds 5–8+ years of experience, strong SQL and API skills, and familiarity with monitoring tools. Join a team focused on reliability, uptime, and efficient incident response.

Qualifications

• Minimum 5–8+ years in application or production support.
• Strong experience in L2/L3 application support and incident handling.
• Proficient in SQL and relational databases, with RCA skills.
• Familiar with REST APIs, system integrations, and monitoring tools.

Responsibilities

• Provide L2/L3 application support for production systems.
• Monitor health, performance, availability, and alerts.
• Troubleshoot incidents and drive RCA outcomes.
• Coordinate with dev, infra, DB, and vendors to resolve issues.
• Support deployments, patches, and post-production validation.
• Maintain documentation, SOPs, and knowledge bases.
• Assist with UAT/SIT and production readiness activities.

Skills

L2/L3 Application Support

Incident Management

Root Cause Analysis

SQL

REST APIs

Cloud: Azure AWS

SLA Management

Production Stability

Education

Bachelor's Degree in Computer Science / IT / Software Engineering

Tools

ServiceNow

Jira

Azure DevOps

Splunk

Dynatrace

AppDynamics

ELK

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Location: Kuala Lumpur, Malaysia
Employment Type: Full-Time / Contract
Experience: 5–8+ years
Nationality: Malaysian Citizens Only

Job Overview

We are looking for a Senior Application Support Engineer to provide technical support and ensure the stability, availability, and performance of business-critical applications.

The ideal candidate will have strong experience in production support, incident management, troubleshooting, application monitoring, and root-cause analysis, with the ability to work closely with business users, developers, infrastructure teams, and vendors.

Key Responsibilities

• Provide L2/L3 application support for production and business-critical systems.
• Monitor application health, performance, availability, and system alerts.
• Investigate and troubleshoot application incidents and service requests.
• Perform detailed root-cause analysis (RCA) for recurring and critical issues.
• Analyse application logs, system behaviour, database queries, and error messages.
• Coordinate with development, infrastructure, database, and vendor teams to resolve complex issues.
• Manage incidents according to agreed SLA and priority levels.
• Support application deployments, releases, patches, and post-production validation.
• Perform production verification and health checks after deployments.
• Support problem management and identify opportunities to prevent recurring incidents.
• Maintain technical documentation, support procedures, troubleshooting guides, and knowledge bases.
• Assist with application performance monitoring and optimisation.
• Support UAT, SIT, and production readiness activities when required.
• Participate in incident escalation and provide timely updates to stakeholders.
• Support after-hours or on-call activities when required.

Required Skills & Experience

• Bachelor's Degree in Computer Science, Information Technology, Software Engineering, or related field.
• 5–8+ years of experience in application support or production support.
• Strong experience in L2/L3 application support.
• Hands-on experience with incident, problem, and change management.
• Strong troubleshooting and root-cause analysis skills.
• Good understanding of SQL and relational databases.
• Experience analysing application logs and troubleshooting system issues.
• Knowledge of REST APIs and system integrations.
• Experience with monitoring and ticketing tools such as ServiceNow, Jira, Azure DevOps, or similar.
• Good understanding of SDLC and software release processes.
• Strong communication and stakeholder management skills.
• Ability to work independently and handle production-critical issues under pressure.
• Experience supporting enterprise applications and high-availability systems.
• Knowledge of Linux/Unix and Windows environments.
• Experience with application monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, or similar.
• Experience with API troubleshooting and integration support.
• Exposure to cloud environments such as Azure or AWS.
• Basic scripting knowledge in PowerShell, Python, Shell, or similar.
• Experience with CI/CD and DevOps environments.
• Knowledge of ITIL practices and incident/problem management.
• Experience working with microservices, containers, or distributed applications is an advantage.

Candidate Requirement

Malaysian Citizens Only.

Candidates should be currently based in Malaysia and available to work in Kuala Lumpur.

Key Skills

L2/L3 Application Support | Production Support | Incident Management | Problem Management | Root Cause Analysis | SQL | Application Monitoring | API Troubleshooting | System Integration | ServiceNow | Jira | ITIL | Deployment Support | Troubleshooting | SLA Management | Production Stability